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Comments regarding High Country Gardens

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506 positives
47 neutrals
85 negatives


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Negative vossner
(114 reviews)
On May 26, 2018, vossner Richmond, TX (Zone 9a) wrote:

HCG mission seem to change when sold to American Meadows. But even before change in mgt, not one Plant that I got from them survived—not a one! Additionally, they are so darned proud of their 5” pots, suggesting that their plants are stronger, when all they seem to do is take a 1” cell plant and stuff it in soiless mix upon shipping. Highly deceiving. I placed a call a week ago to ask horticultural related questions and still waiting. This company is undeserving of my patronage.

On May 26, 2018, High Country Gardens responded with:

"On May 28, 2018 12:18 PM, High Country Gardens responded with:

Dear vossner, I'm sorry to hear that you were not pleased with your plants. We up-post into 5" pots from smaller cells in the late summer or fall the year before. When that happens depends upon each variety and how quickly it grows. Getting plants at the perfect stage for shipment is not easy - plant too early and they'll become root bound in the pot and not do well. Too late and they won't have time to root to the sides/bottom of the pot. This timing is all based on "typical" growing seasons and this winter/spring the weather threw us some real challenges.

As for contacting us, this time of year we get over 1,200 contacts (phone+email+live chat) per day, which is a crushing load for our small team. We're doing all we can to keep up, but appreciate your patience in the meantime.

Best, Ethan Platt | President"

Negative joip
(1 review)
On Mar 9, 2018, joip Wheat Ridge, CO wrote:

Posted on April 20, 2017, updated March 9, 2018
What has happened to HCG?? Here\'s what I received
3 Zauschneria Canum Sky Island Orange - all wilted & yellow
2 Penstemon Strictus - tiny - 2\" wide x 1 1/2\" tall
2 Digitalis Honey Trumpet - decent
2 Agastache Acapulco Deluxe Yellow - decent
1 Agastache Rupestris Apache Sunset - didn\'t order this one as I already have it. The Rupestris is pathetic; I wish I could post a picture. There are 12 leaves on 3 sticks coming out of the pot. I ordered Agastache Acapulco Deluxe Peach for my border because, like the Deluxe Yellow, it only grows to 10\" tall.
To top it off, some of these plants were replacements for plants that I received last year. Well, I\'m not sure there was anything planted in the pots as they were labeled \"Don\'t worry I\'m sleeping. These plants have been dormant but the roots are healthy & ready to grow.\" Never saw
anything grow.
What happened to your quality High Country Gardens?

On March 9th, 2018, joip added the following:

Well I took Ethan's advice & planted the twig looking plants I was sent at outrageous prices from HCG. I've spent hundreds upon hundreds of dollars with this company & while their plants USED to be unique & beautifully grown the quality has plummeted since American Meadows took over & HCG moved to Denver. I'm done - I've lost enough time & $$
The plants they offer are now widely available, at better prices, lower shipping costs & much better quality. Don't spend your dollars here.
On Mar 9, 2018, High Country Gardens responded with:

"On Apr 21, 2017 1:39 PM, High Country Gardens responded with:

Dear Joip; I'm sorry that it's taken a few days to get back to you and that you were not happy with your order. I took a look at your account and am confused as the web order you're referring to did have the Apache Sunset on it. As for the varieties that we ship dormant, each plant is different - that's what makes our High Country selection so unique. Some wake up later than others and based on our experience, some transplant more successfully in one form or another. We do all that we can to make sure our customers are successful with our products and as always, guarantee your satisfaction. The credit we issued you that you used on this order is an example of how we stand behind our products. Please plant and care for your order and let us know how they turn out once they've acclimated to your garden and once ground temperatures in your area of Denver have warmed a bit more. As always, we want you to be happy. Best, Ethan Platt, President"

Negative ArlynnG
(1 review)
On Oct 4, 2017, ArlynnG Urbana, IL wrote:

Last year, in September, I ordered three poppies, which I planted. In the spring, only two had survived. I called the company, and they told me that it was too early for the poppies to come up in my zone. When I explained that the other two had several sets of leaves, they still required me to wait a month to call for a replacement. I did so, and they sent me another poppy plant, which did not survive the summer. My other poppies thrived. I gave up, found a poppy at a local nursery, and it is doing fine in the same location.

So, I am unhappy with both the plants and the customer service.

On Oct 4, 2017, High Country Gardens responded with:

"On Oct 4, 2017 3:40 PM, High Country Gardens responded with:

ArlynnG, I'm sorry that your poppies did not survive. They can be notoriously finicky to grow, but our customers generally have great luck with them.

As you mentioned when you contacted us, 4 of the 6 did great. I'm sorry to hear that the two replacements didn't thrive as well. We do all that we can to grow and ship plants ready to thrive in your garden, but at the end of the day, gardening has variables that are hard to control. That's why we offer our guarantee.

As for asking you to wait a month, you live in IL and as such, late March is too early to know if plants are going to emerge from dormancy. It's our policy to make sure that we give things time before giving up on them and sending replacements.

I'm sorry that you were neither satisfied with our plants or our customer service. We work hard to exceed customer expectations and in your case, we clearly failed. I hope that we have a chance to win your business again in the future.

Best, Ethan Platt | President "

Negative AmberWave
(1 review)
On Sep 27, 2017, AmberWave Edmond, OK wrote:

The current HCG experience leaves me longing for the HCG of old. Like 10 years ago when the plants you received in the mail were large and healthy. Back in the day, customer service was top notch and the representatives had personality.
Nowadays, the plants are scrawny at best and representatives answer the phone with a negative tone of voice like I've taken away their texting time.
They sent me an email coupon back in August for $10 off a $50 order. I tried to place an order with the code they sent me and it was refused. So they emailed me another code. And guess didn't work either. I tried calling them; after being on hold for 10 minutes I hung up and emailed them going into detail my disgust with them for giving me the runaround. They referred me to American Meadows who owns HCG. At last!--I got someone on the phone who had the power to make things right!!
Currently, I'm in limbo with HCG trying to cancel an order placed in July. The order hasn't been shipped yet but the girl on the phone, Courtney, said she had to reach out to someone else to see if this can be taken care of.
Here we go again with the runaround. I am done with HCG.

On Sep 27, 2017, High Country Gardens responded with:

"On Sep 28, 2017 8:10 AM, High Country Gardens responded with:

Dear AmberWave, Thank you for the multiple orders you've placed with us and I'm very sorry for your frustration.

The root of your issue was that we had a typo in a coupon code we sent you. With multiple people proofreading, those mistakes still slip through from time to time. When we tried to rectify that, our rep sent you an expired code. Again, apologies.

As for your phone call yesterday, your order had already been printed and was in the greenhouse being packaged. Courtney was simply trying to convey that she might not be able to catch it before it shipped.

We work very hard to provide a level of service that's difficult to find these days. I see that all of your emails and live chats were answered promptly and I'm sorry you had to hold on the phone - predicting phone volume is an inexact science and as a small business, we can't afford to have too many people sitting around waiting for the phone to ring! It's a tricky balance.

I hope that your plants thrive and that we'll have a chance to earn your business again in the future.

Best Wishes,
Ethan Platt | President "

Negative PinkRoses7
(2 reviews)
On May 27, 2017, PinkRoses7 Oklahoma City, OK wrote:

The Butterfly Bush I ordered arrived dead in dry soil, had not been watered or even moistened before shipping.
In addition to it being dead & dry it was nothing more than a rooted cutting, could not have been 8 weeks old, that I paid nearly $13 for.
I was sent a replacement & requested a PLANT ready to be planted in the ground, not a cutting pulled from a tray.
I received the second plant - 6" long from top to bottom of root, minimal root system ---- yes another rooted cutting. Again not watered, soil all over box & little cutting laying on top of some soil.
One little twig with 3 very small leaves near the bottom of cutting.
Customer service "insists" it is only 1 year old plants that they ship out.
I will never purchase plants/cuttings from this company again, & want others to be aware of what you will get if you order from them.

On May 27, 2017, High Country Gardens responded with:

"On Jun 5, 2017 9:40 AM, High Country Gardens responded with:

Dear Anne,

I'm sorry that you were not happy with your plants. I see from the notes that we honored our guarantee and issued you a refund.

The Buddleia category is late to "wake up" in the spring. They were in fact year-old plants, but require patience. I certainly hope that you planted them and are caring for them as I'm confident that you'll be pleased with the results. When they do take off, please let us know - we always enjoy those emails!

Best, Ethan Platt | President"

Negative Nobody
(8 reviews)
On May 26, 2017, Nobody Frankfort, KY wrote:

I have to concur with negative reviewers on quality and size of plants I received. I received three very, very small plants in 2 1/4 pots with dry medium. I am just glad that I did not spend more than I did.

On May 26, 2017, High Country Gardens responded with:

"On Jun 5, 2017 9:36 AM, High Country Gardens responded with:

Sorry you did not feel as though you got good value. We sell our plants in 2.5" or 5" pots, as noted on each product page. Our watering cycles are designed to ensure that your plants arrive in the best possible shape for transplanting. I hope that you planted and care for your plants as directed and that you have great success.

Best Wishes, Ethan"

Negative texascondor
(1 review)
On May 15, 2017, texascondor Buchanan Dam, TX wrote:

I recently ordered about $700 worth of plants from High Country Gardens. I have used them in the past, and knew the plants would be smaller than at a nursery, but they were always healthy and grew well.

This last order contained some of the worst plants I had ever seen. If I had been able to see them in person, I would not have brought any of them home. One plant was dead, and several more are probably not going to survive. Some of the plants appeared to have been just transferred to the 5" pots because the planting compost did not have roots in it, and most of it had come out of the pot and was floating around in the plastic bag. The plants are so small I am not able to mulch around them. A lot of the stems had been broken in the packaging process. I would never use them again, and would never recommend them to anyone

Alan Hastings

On May 15, 2017, High Country Gardens responded with:

"On May 15, 2017 3:25 PM, High Country Gardens responded with:

Dear Alan, I see that you reached out to us via email on Saturday regarding your order - sorry we have not gotten back to you. It usually takes us a day to get through the weekend's emails during the busy season. But most importantly, I'm very disappointed to hear that you were not happy with the quality of your order.

I've asked our greenhouse QC manager to take a look at the specific plants on your order. All of our plants should have full root systems and be ready to transplant and thrive. Some have limited top growth and at this time of year, we have to carefully monitor our watering as we don't want the plants to 'cook' in transit. We use plastic bags to maintain the dirt and moisture in the pots, but too much water is also a problem.

Please plant the varieties and care for them as instructed and our customer service team will be in touch. As always, we want to see you succeed.

Best, Ethan"

Negative CarolMcKenzie
(7 reviews)
On Apr 28, 2017, CarolMcKenzie Irvine, KY wrote:

I had placed two orders with High Country Gardens. They shipped just fine, on time, and very quickly. However, they shipped barely live plants. I find the irony here that they tout xeriscaping, but come on. They should have been watered before they were sent.

In totally I spent over $200. I received plants that were stressed and yellowed, unwatered, and in two instances, dead. Nada. Zilch.

The company did respond to both my phone calls. The first will replace my plants free of charge. I expect four more stressed plants. The larger order they refunded me $50.

The overall advice given is plant them, they'll do fine. Also, they suggested that the plants were stressed from shipping. Over the past five years I have ordered hundreds of plants online and only one other company has sent such pathetic plants. This is not stress from shipping; these are just neglected plants from the get go. By comparison, I received an order from Bluestone Perennials a few days earlier and those plants, by comparison, are full and lush and already flowering. They're ready to go, came to me plump and watered and were obviously well cared for before shipping.

I'd like to plant what I have from High County in the beds I have prepared for them, but I'm not interested in having a limp yellow thing in my flower bed, nor in having to babysit it in hopes it survives out in the wilds of my yard.

I will pot them up in a shady corner by the back door and keep an eye on them, in hopes of getting something in return for my money. I hate to give up on a plant, but it should not be my job to nurture a mistreated plant back to health. Nor should I have to pay for what High Country should be doing on their end; growing healthy plants.

On Apr 28, 2017, High Country Gardens responded with:

"On May 1, 2017 8:58 AM, High Country Gardens responded with:

Carol, sorry that we took a few days to reply. I wanted to make sure that our greenhouse manager took a look at some of the specific plants you purchased before getting back you.

I'm sorry that you felt that the quality of our plants didn't meet your expectations. As you discovered when you called, we just want you to be successful. Each of our varieties ships in different forms - some with a lot of lush top growth, some in more of a dormant phase. What matters is that they all have vibrant root systems ready to acclimate to your garden. When we looked at the varieties you ordered, they all seemed to be well-rooted and ready to take off.

As you discussed with our team, please plant and care for the plants you received per our planting instructions and videos and I'm certain you'll be quickly pleased with the results. If you're not, we stand by our 100% satisfaction guarantee.

Thanks for your business.

Ethan Platt | President "

Negative Mid12nt
(14 reviews)
On Apr 24, 2017, Mid12nt Stone Mountain, GA wrote:

I placed an order back in March, and a month later I still have not received my plants, nor a response to my email asking about my order. Also despite the fact I placed an order and am (or was) on their e-mail list, I am unable to login to their site to check the status of my order nor have I gotten an email providing assistance with my "forgotten" password.

On Apr 24, 2017, High Country Gardens responded with:

"On Apr 25, 2017 9:43 AM, High Country Gardens responded with:

Dear Mid12nt: I'm very sorry for the confusion over our order. In the live plant business when you're growing over 400 varieties, it's very challenging to hit your planned ready date on 100% of them. In your case, one of the plants on your order (Panicum Ruby Ribbons) was not ready to ship on your promised date. Since it is impractical for us to call each order that's influenced in a situation like this, we have to rely on email. You (and all other orders with Ruby Ribbons) were sent an email on 4/11 notifying of the order delay and asking that you call us if you wanted to discuss other options. Unfortunately, it gets harder and harder to ensure that our emails arrive in peoples' inboxes. In your case, it appears as though our communication was lost in cyberspace!

As for the other elements of your review, we strive for 48 hour response time to emails in our busy season. I see that you emailed us Sunday afternoon and again Monday night at 11 pm. I'm sorry that we hadn't gotten to your request yet. And finally, you chose to checkout as a guest when you placed your order, thus there's not an account for you to view online. I apologize if that messaging is not clear online.

Our Customer Service team has reached out directly to try and find a suitable solution. Thank you for your business and happy spring!

Ethan Platt | President "

Negative Alonza
(1 review)
On Apr 23, 2017, Alonza Charlottesville, VA wrote:

I purchased $367 of garden perennials...order 300100180 on April 9th.
I emailed through their website with a request if the order had not shipped to exchange one of the plants. I heard no response and then called customer service. Yes the email had been received and they were checking into it. I called later with a response that the order had not shipped and they could make the exchange. I heard nothing from April 12- April 18 and called again. I was assured that the order would arrive around April 21st. On April 22nd I received 2 boxes of plants bone dry and brown and shriveled up with the original order in the boxes and a tracking number that does not exist on USPS. It readily appears that the packed plants sat in a warehouse from April 11 to April 20 then shipped. The site states the recipient will receive an email with tracking number that never occurred. I am beyond displeased with this company. In the beginning, if the exchange could not be done, then fine but now I have the original shriveled up of dead plants.

On Apr 23, 2017, High Country Gardens responded with:

"On Apr 24, 2017 8:15 AM, High Country Gardens responded with:

Ohhh Alonza, there are days where despite our best efforts, we just can't win!! Your order was one of those cases. You placed your order on Saturday the 8th and called us to make the plant change on Tuesday the 11th. Unfortunately, your order had already been printed and sent to the greenhouse for fulfillment. We were able to catch it before it shipped, but that's where we slipped. I don't need to get into all the technical reasons as to why swapping out one item was complicated and why it delayed your order, but ultimately we messed this one up.

As for your comment about the plants being in a warehouse from the 11th to the 20th, that's never the case. Our plants go from greenhouse to shipping the same day and our order confirmations go out the same evening (although they often end up in spam filters). Your order was delayed due to technical reasons - the attempted exchange and resulting credit card balancing caused your order to 'hang up' in our system. Again, we're very sorry for the frustration. Please plant and care for your items per the instructions included and we know that they'll thrive and our customer service team will reach out to make sure you get the right products.

Best Wishes, Ethan Platt | President "

Negative KDonovan
(1 review)
On Oct 12, 2016, KDonovan Lyons, CO wrote:

I was very excited to have found High Country Gardens and ordered Dog Tuff grass plugs from them on Oct 6 for planting in zone 6. I was impressed by the website and its statement that they ship when it's appropriate for the zone being shipped to. The transaction posted in my account on 10/7. High Country Gardens called me to verify my shipping address within three days after placing my order. I called today (10/12) to check on the status of shipping and because one portion of their website stated the plugs could be planted in the fall while another states planting in the spring. I was told today that the plugs would be shipped to me next week ( 2 weeks after the order was placed and my account was charged). I asked about the fall/spring planting question and was told that they apologized and it was too late for planting this year. It was only because I phoned and raised the question about planting times that the shipment was stopped despite the website's statement that they ship when appropriate for the order. I've recently paid to have my existing lawn cleared in preparation for planting this fall, money I will now have to eat. My only experience with this company has been negative.

On Oct 12, 2016, High Country Gardens responded with:

"On Oct 12, 2016 4:16 PM, High Country Gardens responded with:

Dear KDonovan,

I'm sorry about the confusion over your order. Due to the size of our typical grass plug orders and the prep work that needs to go into shipping them, we send them to our greenhouse on Thursdays for preparation for Monday shipment. (We only ship grass plugs on Mondays) You placed your order on the 6th (a Thursday) and our address verification software kicked it back as an undeliverable address. By the time we confirmed the address with you, we'd missed that week's shipping cutoff. Your order was ready to ship on the 17th. With Lyon, CO being right in the foothills, you're on the edge regarding planting at this time of year. In situations like this, it's hard for us to have rules on our website down to the zip code level. Therefore, we have manual checks in place before we ship an order such as yours. Rest assured that your order was being evaluated from our end when you called and we discussed a spring planting with you. I apologize if you got any confusing information at any step. From your post, it appears as though we could have communicated better.

Ethan Platt | President"

Negative Adrienneny
(5 reviews)
On May 24, 2016, Adrienneny Staten Island, NY (Zone 6b) wrote:

I dislike writing a negative review but my experience with High Country Gardens was negative in multiple ways. I’m disheartened to read how they respond to some of the negative reviews here too.

* They sent an email about some plants ordered not being in stock AFTER they shipped the order.

* They substituted the plants which were not in stock for plants I was not permitted to decide upon.

* When I politely inquired about this, I received zero replies in five days.

* Two of the plants were missing plant tag names.

* Every plant was tiny and harshly pruned even to the base on many of them. This is unnecessary and does not benefit the customer. Other plant sellers ship the same species of plants without doing that.

It is a shame when a business cuts corners like this. Excuses and bidding farewell to longtime customers isn’t the answer. Busy? Hire more employees. Employees not doing an adequate job? Increase the wage/training and hire better ones. Other plant sellers manage to run their business very well therefore it’s disingenuous to claim they can’t.

I’m glad there are other plant sellers out there providing better service and an equal or greater variety of plants.

On May 24, 2016, High Country Gardens responded with:

"On May 25, 2016 8:25 AM, High Country Gardens responded with:


I'm sorry that you were not happy with your experience with you. In looking at our communication history with you, I see that we did in fact send you an email after the order shipped. That was a technical mistake.

As for your other concerns, we work hard to set customer expectations and send plants with healthy root systems, ready to thrive in your garden. Often we cut back the top growth before shipping to ensure the plant transplants well.

Once again, sorry that we failed to live up to your expectations. We strive every day to get better - that's the only way small companies like ours can survive these days!

Best Wishes,
Ethan Platt | President"

Negative utahxericman
(3 reviews)
On May 24, 2016, utahxericman Provo, UT wrote:

Posted on May 24, 2013, updated May 24, 2016
Posted on May 17, 2013, updated May 24, 2013
Well I have ordered for years from High Country Gardens, I had good success with their plants and customer service, until recently. I had a replacement plant order that was going to be shipped to me in April. I waited for my plants to arrive as promised, they did not show up. I have basically had the same experience as Magnolia92. When the plants didn\'t arrive I e-mailed and callled them (tried to call them) as they never answer their telephone. I finally got a response from my e-mail saying that due to cold weather in Denver the plants haven\'t grown like they should and that I would receive my shipment two weeks later. Well it is now almost three weeks later and of course still no plants. As in the first case no one called/e-mailed me to let me know that my plants would not be shipped to me. HORRIBLE CUSTOMER SERVICE, if I can\'t make my promised dates of shipping I let my customers know. I don\'t rely on my customers to keep calling me and e-mailing me asking me where my order is. I communicate with them. Terrible service nothing but excuses as to why I am not receiving my plants.

On May 24th, 2013, utahxericman added the following:

Well more time has passed, finally received an e-mail stating that a plant was missing and that they would ship soon (whatever that means) have waited again this week, still no plants, still no phone call or e-mail saying I would get my plants this week, still no idea when I will get my plants. I am thinking about asking for my money back, I initially asked to get High country gardens credit for the plants they didn\'t have and then plant replacements on the ones they did, but I think I am wasting my time, and that I may have to eat the 100 dollars worth of plants. Nothing seems to be going right for them and the customer service after all these complaints hasn\'t improved a bit.
On May 24th, 2016, utahxericman added the following:

It has been a while since I ordered from High Country Gardens, last time I ordered they were going through a change of ownership. So I decided to give them some time to work through the process. I had some store credit with them so I placed a small order 4 plants (2 of the plants I ordered I can't find locally, one of the plants is an HCG exclusive plant) the other two plants that I ordered I can find locally, I just wanted to use up my credit with them. I received an e-mail saying the HCG exclusive plant wasn't ready to ship and wouldn't be ready this year to ship, so they replaced it with another Agastache --bummer, I didn't want the other Agastache, that is why I ordered the other one..I can find the Agastache they sent me locally for 5.50-6.50 in a much bigger pot and plant. The gayfeather I ordered in a 2.5 inch pot again I could have found a much bigger plant for $5.50 locally, it really is a tiny plant about as much leaf growth on it as a .50 cent piece I would be embarrassed to send something out like that to my customers. The other two plants I received were small, but it is to be expected of the type and size of plants HCG sends out, maybe they sent me their crap plants because I used my store credit, who knows, it is too bad, this company has some neat xeric plants, but I wouldn't recommend them to anyone.
On May 24, 2016, High Country Gardens responded with:

"On May 17, 2013 11:38 AM, High Country Gardens responded with:


You\'re correct in saying that there\'s no excuse for not providing better communication about order statuses. I can assure you that at American Meadows, we have both the people and systems to do just that. Unfortunately the systems we inherited from High Country have proven challenging. We have tried to send email updates where applicable and make out-bound calls as well. We have not been able to stay on top of everyone.

I apologize for the poor communication and can assure you that we are working around the clock to improve the situation.

Ethan Platt
American Meadows & High Country Gardens

On May 25, 2016 8:34 AM, High Country Gardens added:


I'm sorry that we were not able to deliver your preferred plant. Many of our varieties are tricky to grow, which is why they're not available at big box stores. Sometimes, despite all of our efforts, the plants don't reach a quality that we're pleased with. In those cases, we have found that most customers prefer that we choose a replacement. Otherwise, we need to contact those customers and the resulting back-and-forth delays the shipment. It's a no-win situation.

In looking at your history, it appears as though you ordered from us last year as well. I hope those plants are doing well and we encourage you to plant the varieties that you received. If you would still like exclusive agastache, just let us know and we will set up a replacement for the next season that it's available.

Again, my apologies.

Ethan | President "

Negative donsch
(6 reviews)
On May 14, 2016, donsch Random Lake, WI wrote:

The plants that I received were small and not worth the price that I paid for them. I contacted the company and mentioned that one of the items received was pretty small and probably would not survive if planted and requested a bigger replacement and/or refund. Two days later I still have not received an email response to my inquiry. It appears that their customer service is not very prompt when it comes to answering emails.

On May 14, 2016, High Country Gardens responded with:

"On May 14, 2016 9:06 PM, High Country Gardens responded with:

Dear Don, I'm sorry that you were not pleased with the size of your plants. We work very hard to set customer expectations through our product details, "how your plants will ship" photos and our videos. As always, everything we sell comes with a 100% satisfaction guarantee and we always want to see our customers happy.

We strive to reply to all emails in 48 hours but the reality of this time of year is that we don't always maintain that level of desired turnaround. I see that your email came in late on Thursday night. Our customer service department is here Mon-Sat and works through the emails oldest first. We will be in touch early this week to talk about a resolution.

Enjoy the rest of your weekend and best of luck in the garden.

Ethan Platt | President "

Negative tomato2
(3 reviews)
On Jul 11, 2015, tomato2 Placitas, NM wrote:

I have done thousands of dollars worth of business from HCG over the past 10 years & their greenhouses are not 5 miles from my house (yet I cannot go there & select the plants - they ship them to you at significant cost). I bought 5 plants from them in 2014 & was appalled by the tiny size. I called them & the rep said "if they are alive, that's all we promise". HCG was bought out last year by an outfit from New England I will not do business with them ever again.

On Jul 11, 2015, High Country Gardens responded with:

"On Jul 13, 2015 9:36 AM, High Country Gardens responded with:

Dear tomato2, I'm sorry that you were not happy with your plants. Our 100% satisfaction guarantee is just that - if you're not satisfied, we make it right. "If they are alive, that's all we promise" simply is not our philosophy - we wouldn't stay in business long with that attitude! We looked in our records and can't find a record of anyone from Placitas calling to talk about quality or request a resolution. Feel free to call and ask for me directly if you don't feel that this is accurate.

As for your point about the greenhouse in Santa Fe, David Salman maintains that as a plant development facility and propagates a limited amount of our unique, exclusive and hard-to-grow plants. Our full line is grown and shipped from Denver.

I'm sorry to lose your business. Best of luck and contact me if I can be of any assistance.

Ethan Platt
President | High Country Gardens"

Negative chwagn11
(1 review)
On May 27, 2015, chwagn11 Ulysses, KS wrote:

The plants are expensive for the tiny size. The local nurseries have same plants only much bigger and not an high shipping charge. I have ordered every year and seem to get much smaller plants every year. The shipping is very slow. The last order was two weeks delayed because of internal computer problems, this order of seed I have not even got a tracking number yet. I have emailed them but they do not respond. I have decided to not use them anymore for the size of plants, price, and service it just is not worth it in my opinion.

On May 27, 2015, High Country Gardens responded with:

"On May 27, 2015 3:44 PM, High Country Gardens responded with:

Dear Chris, We're sorry you were not happy with your order - you've been a great customer for multiple years and we'd hate to lose you.

Just to clarify a few of your concerns, you placed your order on Friday, May 8th. As it's later in the season, we contacted you to let you know that we didn't have an item you ordered. You chose a replacement and your order shipped on Friday, May 15th.

As for your seed order, it was placed on May 25th and shipped today, two days later. You will get a confirmation email tonight when our email batch process runs. From our records, it appears as though all of your inquiries have been responded to within 48 hours. If that's not the case, please let me know.

Again, sorry for your frustration. In our business, we have a crazy busy season that lasts less than 8 weeks. It's a challenge for a small business to staff up for such a short rush, but we do our best to reply promptly to all questions and both your orders shipped within the 5 business days we indicate at checkout.

Best Wishes,
Ethan Platt
President "

Negative palindromeami
(1 review)
On May 24, 2015, palindromeami Saint Paul, MN wrote:

I am an experienced gardener with an extensive mail order history. This is my first negative review. I ordered from High Country Gardens for the 2014 season. One of the plants they sent was the wrong cultivar, one that will not grow in my region. They were not able to replace it with the correct plant. I requested a refund. Instead I got a credit. The remainder of the plants went into the garden. Only one has established well. All the others are slow, more so than anything else I planted that season. One of them I also ordered from another company by mistake. The other company's plant put on twice the growth and came through the winter better. This spring I decided to use my credit and be done forever with this company. The plant arrived last week, snapped off about two inches above the base, probably because the plant had been grown in uneven light and was shaped like an S, and then packed poorly. I request a refund, NOT a credit. Guess who got a credit instead? I so want to be done with this company!

On May 24, 2015, High Country Gardens responded with:

"On May 26, 2015 11:10 AM, High Country Gardens responded with:

Dear palindromeami,

I'm sorry that you didn't have the kind of excellent experience that we strive for with all of our customers.

We looked at your account and noted that according to our records, you were given the option of a refund or a credit last spring when you reported that your onethera didn't survive, and you chose a credit. When you were not happy with the eupatorium that you purchased with that credit, the representative that you talked to simply re-activated your credit. She did not realize that you wanted a refund back to the card that you used for your order last year. I have asked our CS team to void that credit and issue a refund instead.

I'm sorry for the confusion, but we always give our unhappy customers the choice of a replacement (if available), a credit or a refund.

Best of Luck,
Ethan Platt

Negative cmartell
(1 review)
On Jun 2, 2014, cmartell Spokane, WA wrote:

I've used HCG for a year now. It started off as overpriced but decent. It has steadily declined to overpriced with low quality plants, nonexistent customer service, and slow shipping.

The plants themselves are hit or miss. Some are fine, others are totally dead with dry dirt spilled all over the box. They package the plants in boxes that are HUGE, so the plants are just bouncing around the box. They rubber band plastic bags over the base of the plant stems to keep the dirt in the pot, so oftentimes the stems are damaged or completely broken off. The plants themselves are pretty small. I can get a plant 5 times the size for half the price at a local nursery. Their prices are nothing to brag about, and I'm not even talking about the horrendous shipping.

My plant survival rate is about 50% from them. Often they are not salvagable after arriving bone dry and totally brown in the mail. They claim to offer a replacement, but from what I've experienced with their customer service, I don't want to even bother. Many that I bought and planted last spring did not survive the winter. They arrive so small and sickly that they can't get big enough and healthy enough by the time winter hits.

The last 4 times I've ordered I have not received a confirmation email. The last 3 times I have not received any shipping information whatsoever. I have NO Idea when to expect my stuff. If you email them, don't expect any kind of response. You can call but not on weekends or evenings. The order before last they took over a month to mail my Zeba root dip. No explanation or apologies or even a notification. I had to plant my grass plugs without it because the grass plugs had arrived dried out, and I couldn't sit around for weeks or months waiting around on them. I emailed but got ignored.

I stupidly ordered from them again because nobody local carries the grass I wanted. As of this writing, it has been 11 days since placing my order, and I've heard nothing. No confirmation email, no shipping info, no explanation as to where my $120 order is. I literally have no idea at all when my grass is coming in. It should have arrived days ago.

I won't be ordering from these guys again. I've never ordered from a business and not received a confirmation email and shipping info. The length of shipping time is also insane. Sometimes it's days later but other times it's months or weeks later. There's no rhyme or reason and they'll never communicate anything with you. My advice is to stick with your local nurseries. The prices and quality are LOTS better.

On Jun 2, 2014, High Country Gardens responded with:

"On Jun 3, 2014 10:04 AM, High Country Gardens responded with:


I'm sorry that you've had a frustrating experience with us. In looking at your order history, you've been a valued customer. I'll reach out via a direct email to address your concerns, but I did want to point out that during the spring busy season, are phones are staffed from 9 AM - 9 PM EST and Saturday's from 9-5. We trim those hours back in slower times. We also make every attempt to answer customer emails in 24 hours, but that can be delayed during the peak of the season. Finally, all of our orders generate an automatic order confirmation and shipping confirmation email. Unfortunately, often times those emails get hung up on spam filters, depending upon who your email provider is.

Thank you for your business and I look forward to connecting directly with you.

Sincerely, Ethan Platt, President | High Country Gardens"

Negative xuling
(2 reviews)
On Apr 26, 2014, xuling Windsor, CA (Zone 9b) wrote:

Posted on October 24, 2012, updated April 26, 2014
Posted on April 28, 2007, updated October 24, 2012
I have placed about 10 orders from HCG in the past 24 months, and have had nothing but specacular service and healthy plants. The packaging is without fault and they always arrive when requested. HCG get an "A" from me.

On October 24th, 2012, xuling changed the rating from positive to negative and added the following:

The mailing service has gone down hill. Three plants were ok but very small and the dirt was flying all over the box. The two cactus were a joke they were so small. I didn't even know one was in its containter because it was so small and the dirt was so loose that it covered the plant up. I replanted them immediately and cleaned them up. I am not ordering from HCG anymore. Xuling
On April 26th, 2014, xuling added the following:

Of the plants that I ordered in the above, ALL have died but the two cactus. The cactus actually are a little larger than my thumb now. They are going to live but are so small that I will never see them bloom. If it were possible I would give the company a Double Negative.
On Apr 26, 2014, High Country Gardens responded with:

"On Oct 25, 2012 9:24 AM, High Country Gardens responded with:

I am sorry to hear of your recent order. Please contact customer Service to process a claim. We do have a 100% guarantee and would like to rectify this for you.

Victoria Peralta
Customer Service Supervisor
High Country Gardens
[email protected]
1-800-925-9387 ext. 3023

On Apr 26, 2014 9:00 PM, High Country Gardens added:


Sorry to hear that the plants you bought in 2012 did not meet your expectations. As you have a long history with High Country, you know that we take great pride in supplying only the healthiest plants that are ready to thrive.

Please contact us and we'll certainly try and work out a resolution.

Ethan Platt

Negative corirusson
(2 reviews)
On Apr 22, 2014, corirusson Alpine, UT wrote:

Posted on December 20, 2007, updated April 22, 2014
I ordered three sets of paperwhites which were advertised as $19.99 + SH on their website. The items (#A0050 & A0066) were clearly marked as paperwhites in a hurricane vase. Two of the orders went through as planned but on the third one they charged me $65+. The next day I called customer service. What I had orderd was not listed on the acknowledgment so it took the rep a good five minutes to look it up. He then informed me that the $65 item was actually the item that included the vase and the $20 items were actually just bare bulbs and that it was my mistake. I rechecked the website and found the $20 items definately listed as coming with a vase. I'm not sure if the customer service here just doesn't know what they're talking about or if this is bait and switch. There was not clear pictures of the actual items on the website that I could find. Either way, I don't think I would order from this company again.

On April 22nd, 2014, corirusson added the following:

I ordered one of the pre-planned gardens. One of the plants was missing and also the map for planting.

I called customer service and they offered to email me the plan. Great ...but they only sent me the first page; still no planting instructions.

I called again and another rep told me they would email the second page right away.

Still no planting instructions. Still waiting and plants have been sitting for a week, waiting to be planted.
On Apr 22, 2014, High Country Gardens responded with:

"We apologize for any miscommunication. We immediately contacted with corirusson and processed a refund for the 2 additional vases including shipping and handling.

HCG Customer Service Staff

On Apr 23, 2014 11:21 AM, High Country Gardens added:

Corirusson, Sorry for the issues with your order. The 2nd page of the map was sent to you this morning - the rep didn't realize that it was 2 separated files. The replacement for your missing plant has been entered and will ship within the next few days.

Thanks for your business.


Negative muckles13
(1 review)
On Oct 5, 2013, muckles13 Ault, CO wrote:

Received my bulb order last week. Four of the 12 of the one variety were unplantable: desiccated, broken. Not only that, they were in a very hard to open plastic bag. I had to hunt down scissors to open it. No plant labels with any of them either. I contacted the company the same day. They were to send out new bulbs that day "or the next." That was a week ago and I find out that they haven't even shipped. Plus when they do ship, it's coming from Vermont--clear on the other side of the country, while I live in Colorado. I do know they company was sold, but New Mexico is a bordering state, so to have things shipping from Vermont is stupid, plus I'm looking at a two week wait now. The order was supposed to come FedX, but they went to the post office, so that was yet another delay

On Oct 5, 2013, High Country Gardens responded with:

"On Oct 5, 2013 1:23 PM, High Country Gardens responded with:

Dear muckles13,

I'm sorry to hear that the bulbs did not meet your satisfaction. Just to clarify, High Country Gardens orders ship from our grower in Denver, so you should have had them immediately.

I will take a look into this today and reach out directly.

My apologies.

Ethan Platt

Negative Hypatiacat
(1 review)
On Jul 25, 2013, Hypatiacat Bisbee, AZ wrote:

I place a large order with this company sometime around March. I wanted time to get my plants in, and I needed to plant early. I was misled as to how soon they could or would ship my plants, and never quite given an exact answer as to when they would ship.

Later, I discover they don't even carry much of what is in their catalog, and so they just gave me credit (won't refund my money when it's entirely their fault they can't fill my order).

The plants, when they finally came, were no where close to the size or quality advertised. I tried all summer to find more of the same so I could at least use my credit, the plants did perk up with organic fertilizer.

They haven't had any hummingbird plants at all, all summer. I don't want to waste more time looking over item after item, page after page to find "item unavailable...".

This company needs to get its act together, update its catalog, and find some plants to sell.

On Jul 25, 2013, High Country Gardens responded with:

"On Jul 25, 2013 4:12 PM, High Country Gardens responded with:


Sorry for your negative experience this spring. As you can tell from the other posts we got over the last few months, it was a rough spring as High Country Gardens had closed in Nov and re-opened under our ownership in Feb. We had a host of system and inventory issues that lead to customer frustrations, like yours.

We are going to be putting our fall plant offerings live on the site next week. We needed time to fix the issues we experienced this spring and wanted to make sure that we would not be in a position to disappoint folks like you again.

I can assure you that American Meadows has an excellent reputation - we're frequently a Dave's Garden "Top 5" supplier and we are dedicated to fixing the kinds of issues you experienced.

Again, my apologies.

Ethan Platt
President | American Meadows"

Negative Ever_Blooming
(4 reviews)
On Jul 9, 2013, Ever_Blooming Camden, ME wrote:

I am a professional fine gardener who has been in business for 18 years with 10 employees. I've designed over 200 gardens and written a best-selling garden design book. I ordered 8 varieties of plants on May 2, 2013. I finally received half of the varieties on June 24, 2013, and most of the plants I did receive were dead. They had been frying in a hot box in transit for days without moisture, and they were crisp. I sent the company photos and suggestions about how better to pack the plants. They dithered (said the plants in the photos looked fine, for example) and justified their packaging system (no moist paper towels, no plastic bags, nothing substantial to even hold the soil in the pots, dry newsprint wadded around the plants in the box), and finally agreed to resend the worst ones. I received the new plants, which were also totally fried and packaged badly like the first ones. In addition, one of the plants had spider mites. I sent photos and they again justified their packaging system (they do not understand customer service, these people) and said they will refund part of what I paid. I will definitely never order from these people again. All that time I wasted taking and sending photos, plus they didn't even tell me they didn't have half the varieties I wanted until six weeks after I placed my order. Maybe the problem has to do with the company changing hands last February?

On Jul 9, 2013, High Country Gardens responded with:

"On Jul 11, 2013 9:50 AM, High Country Gardens responded with:

Dear Ever_Blooming,

I'm sorry that you had such a frustrating experience ordering from us this spring. Your original order was delayed due to the issues we had with the inventory and order processing system that we inherited when we took over High Country Gardens in February.

We have done lots and lots of shipping trials over the years and have discovered that when the weather gets warm, shipping in plastic (even with wet towels) literally cooks the plants. We've found that although the plants dry out, if you water them upon receipt, they'll usually bounce right back.

In looking at the notes in your order, I see that per your request, we refunded you for the plants that you were not satisfied with. Again, I'm sorry for the negative experience and wish you the best.

Ethan Platt
American Meadows | High Country Gardens "

Negative ROSES_R_RED
(5 reviews)
On Jun 7, 2013, ROSES_R_RED Mount Bethel, PA (Zone 6a) wrote:

Posted on June 7, 2013, updated June 7, 2013
Ordered plants on 2/13/13. Shipping date was for 05.13/13. After many e mails, no answer and no plants.

On June 7th, 2013, ROSES_R_RED added the following:

I had no responses or information about my order until I posted here at Dave's Garden and only then did I get any attention or information. You never contacted me to tell me that you had no inventory on this plant until I posted HERE!
On Jun 7, 2013, High Country Gardens responded with:

"On Jun 7, 2013 8:24 AM, High Country Gardens responded with:

Dear Roses_R_Red,

We left you a message regarding the fact that the item you ordered is not available. I apologize as we've had issues this spring with our inventory system. We are happy to either ship the Ava in the fall, replace it with another item or credit your order.

Our customer service rep left his direct contact info.

I am truly sorry that it has taken this long to sort out your order. We've really struggled with the order processing and inventory systems we inherited when we took over High Country in Feb. We're working around the clock to both clean up our remaining spring issues and prepare our systems for a smoother route forward.

Thank you for your business & understanding.

Ethan Platt
American Meadows | High Country Gardens"

Negative megs419
(1 review)
On Jun 6, 2013, megs419 Buda, TX wrote:

Posted on June 4, 2013, updated June 6, 2013
I placed an order in February for delivery the week of April 15th. It is now June 4th and I have not received my order. I understand that there were weather issues, transitional issues, and stock issues, and I certainly empathize having previously worked in a call center/customer service role myself. I have been in contact with different representatives at least once a week since my order was initially delayed. I have heard almost every time that my order would be delivered by the end of the week. They have already refunded my shipping, which I appreciate, but my order is now 2 months late. My front yard has been dug up and bare for 2 months, and daily highs are now in the 90s. I would like the plants that I ordered, especially since local garden centers have almost no inventory at this point. I tried calling today, but was sent directly to a voicemail that is no longer set up. I noticed the online chat function has been disabled on the website, and this morning I emailed a representative I have been working with and have not yet received a response (when normally he has been very prompt.) I am now concerned at my inability to reach anyone to find the current status of my order. I have tried to be patient and understanding, but this is just growing ridiculous. This is my first experience with HCG, and after this fiasco, I don't plan to ever order from them again, and to discourage anyone else from doing so.

On June 6th, 2013, megs419 added the following:

I really appreciate the effort you are making to reach out to the people on this review site, and I appreciate you taking a look into my issue.

On Jun 6, 2013, High Country Gardens responded with:

"On Jun 5, 2013 10:31 AM, High Country Gardens responded with:

megs419, There's no excuse for why your order has yet to ship. All I can tell you is that we've really struggled with the systems that we inherited when we took over High Country on Feb 1. I can see your order in the system, but I cannot explain why it doesn't print when we pull orders ready to ship.

In any event, we're working on it and I will reach out directly once I have a concrete answer.

My Apologies,

Negative streeterpl
(1 review)
On Jun 4, 2013, streeterpl Washington, IL wrote:

I placed an order May 12th and still have not recv'd my plants. They took my money right away though! I emailed them and got the response of it will ship next week, well I still have not recv'd my plants and my emails go unanswered. Very frustrated with this company! Not happy at all!!!

On Jun 4, 2013, High Country Gardens responded with:

"On Jun 5, 2013 9:44 AM, High Country Gardens responded with:

streeterpl, I'm sorry to see that your order was voided. After a very difficult transition this spring, we're going to be caught up on our order shipping by Tuesday. I hope that as we get High Country back up and running, we have a chance to re-earn your business in the future.

Best Wishes,
Ethan Platt

Negative nmcclain
(1 review)
On Jun 3, 2013, nmcclain Denver, CO wrote:

Posted on May 24, 2013, updated June 3, 2013
Placed an order and did not receive confirmation for two days. No tracking or other info was provided by seller.Weeks later my order still has not been received and no updates have been received from seller.
Emails to seller have gone unanswered. Phone calls to customer service are not answered. (My calls are placed in a queue and then roll into a voicemail box after about 15 minutes on hold.) Live chat is always dead.
Truly appalling customer service.
Seller should stop accepting orders it will not fill.
I am initiating a charge-back on my credit card.

On June 3rd, 2013, nmcclain added the following:

In light of president's response, I was hopeful of receiving my order last week as promised. No such luck. Still waiting. Maybe this week?
On Jun 3, 2013, High Country Gardens responded with:

"On May 24, 2013 2:21 PM, High Country Gardens responded with:

Mr. McClain, sorry for your frustration. As you can see below, we're madly trying to stay on top of our orders, having taken over High Country on Feb 1. We're shipping hundreds of orders per day, but got behind partially due to the difficult weather you had in April and early May in Denver as well as issues with the inventory and order processing system we inherited.

Your order was placed on Saturday the 11th and is in the greenhouse for packing. It will deliver to you next week.

Again, or deepest apologies as we navigate this difficult transition.

Thanks for your understanding.
Ethan Platt
President "

Negative cbroas1
(1 review)
On May 30, 2013, cbroas1 Highfill, AR wrote:

I too am having problems with High Country Gardens. I placed an order (my first) in early May and still have not received it. I have sent 3 emails and left 2 voice mails. The first email was
responded to saying they were hoping to send my order for
receipt the following week, but that is the last correspondence I have had and obviously did not receive anything. I am very disappointed in the customer service, or rather the lack thereof, and am still waiting on a refund or response. I will contact the Garden Association and BBB next.

On May 30, 2013, High Country Gardens responded with:

"On May 30, 2013 6:32 PM, High Country Gardens responded with:

Please contact me and I will gladly assist you. We have been receiving a high volume of calls and emails and apologize it has been difficult reaching us.

Victoria Peralta
[email protected]


Negative Doanechilcoat
(1 review)
On May 30, 2013, Doanechilcoat Clive, IA wrote:

Since 2006 I've purchased from HCG 1-3 times a year. I've always been delighted in all respects. Plant quality, plant variety, service. A few years ago I was in Santa Fe and visited in person and was also impressed.

This spring I placed two orders, one in February and one in April. (Both orders were paid for when placed). Both are correctly visible on my account on their website (May 30th is today). The April order came as expected. The February one did not. I've twice called and been unable to speak to a person. I've emailed with no response. In short they took my money and gave me nothing.

Clearly based on the feedback on this site (super positive till this year, now very negative) and my own experience one must conclude the wheels have come off and this is no longer a reputable company. Taking someone's money and not giving them the product they bought is pretty inexcusable. Too bad - this was really a favorite of mine.

On May 30, 2013, High Country Gardens responded with:

"On May 30, 2013 6:25 PM, High Country Gardens responded with:

I do apologize you have not been able to reach us. We have been working to fill orders as quickly as possible but have run into some inventory issues along the way. As you know this is not the norm for HCG and we are working around the clock to get caught up. I would be more than glad to assist you with your order. Please do email me and I will resolve this for you.

Victoria Peralta
[email protected]"

Negative katoom
(1 review)
On May 29, 2013, katoom Aurora, CO wrote:

Tried contacting them about an issue with an order. They refused to answer several e-mails. Customer service never answers the phone. They used to be a good company but I will never buy from them again.

On May 29, 2013, High Country Gardens responded with:

"On May 29, 2013 3:22 PM, High Country Gardens responded with:

Katoom, I just sent you a d-mail seeking further information.

Thanks, Ethan"

Negative rugbycrumpet
(7 reviews)
On May 25, 2013, rugbycrumpet Sharon, MA (Zone 6a) wrote:

Posted on February 28, 2013, updated May 25, 2013
I've been buying perennial plants from High Country Garden for years. The plants are always well packed, have deep roots and just gorgeous upon arrival. I have killed quite a few of them (not the vendor's fault - it's my gardening inexperience) but HCG has the best plants and the best selection! I read that they have just been acquired by the American Meadow Company - I have just placed another order for this spring, let's hope they are still the same, great company.

On May 25th, 2013, rugbycrumpet changed the rating from positive to negative and added the following:

Obviously, I am seeing a trend here. This company is experience some serious issues with their fulfillment and shipping logistics as a result of the recent sale to American Meadows.

I purchased $200 worth of plants back in February with an expected shipment date of late-April. I did not receive anything by mid-May even though I received a shipping confirmation from their at end of April. Customer service took a week to respond to their emails. Online chat does not work.

I finally cancelled the order.

I am extremely disappointed with this transaction as High Country Gardens was one of, if not my favorite online nurseries in the past.

On May 25, 2013, High Country Gardens responded with:

"On May 25, 2013 12:46 PM, High Country Gardens responded with:


I'm sorry that we let you down. As you indicated in your original post, High Country has unique plant offerings that were too good to let die. We have (and continue to) do everything we possibly can to get orders out the door. It's obviously been a challenge, but I can assure you that the frustrations that some customers have experienced over the last several weeks will be a thing of the past as soon as we have the time to properly integrate our two organizations.

I sincerely hope that we have the chance to earn your business again in the future.

Ethan Platt

Negative ElsbethL
(1 review)
On May 23, 2013, ElsbethL wrote:

I placed my order with High Country Gardens in March. The plants didn't arrive when they were scheduled to. Then I received messages saying the order was held up by some plants. Then I got a couple of small refunds.
The bottom line is I still don't have my plants and I get no replies to my emails asking where they are. No one answers the phone. The chat line doesn't work.
I feel furious. They have my money and I have no plants. This is shabby work. I used to buy a lot from High Country. What on earth has happened to them?
I would like a company rep to either send my plants immediately or refund all my money plus compensation for the energy wasted and disappointment.

On May 23, 2013, High Country Gardens responded with:

"On May 23, 2013 8:05 PM, High Country Gardens responded with:

I do apologize for the delay with your order. Per my voice message this evening I have canceled your order per request and refunded you. Please feel free to contact me.

Victoria Peralta
[email protected]"

Negative pyperrose
(1 review)
On May 22, 2013, pyperrose Arlington, TN wrote:

I have been a long time customer of High Country Gardens and in the past received excellent service. This expereince has been the worst I have ever had with any company. I placed an order of numerous plants to be shipped the week of 4/22/2013. When it did not arrive I called the next week and received word that 1 plant was holding the order up but it would ship within the week. I have been trying numerous times since then by calling and sending emails and have yet to get hold of anyone or gotten a response to my emails. I feel that my money has been stolen and I will never see the plants I so wanted. I would not recommend anyone use this company

On May 22, 2013, High Country Gardens responded with:

"On May 22, 2013 1:09 PM, High Country Gardens responded with:

I am sorry to hear of your frustration. I would be glad to look into this for you. Please contact me and I will assist you with your order! I apologize for any inconvenience.

Victoria Peralta
[email protected]"

Negative dogdoc
(1 review)
On May 22, 2013, dogdoc San Diego, CA wrote:

In past years I have ordered from HCG and always been thrilled by the speed of shipping and quality of plants. Here is how it went down this year:

4/25/13 I ordered 9 Hymenoxys scaposa, for a 4/29 shipment.
Plants do not arrive.

5/6/13 I call customer service, am put on hold for 13 MINUTES before being kicked over to voicemail where I leave a message.
No one returns my call.

5/9/13 Repeat of the above.

5/15/13 Repeat of the above, except that I cannot leave a message because the voice mailbox is full

5/15/13 Tuesday Live chat is helpful and says that my plants are scheduled to ship that very week and are probably on their way

5/16/13 FedEx tracking says plants picked up by FedEx. This is THURSDAY, which means my plants will sit in shipping over the weekend

5/21/13 plants finally arrive. I ordered 9 plants, I receive 8 plants plus one empty pot (!!). Based on the customer service I have experienced so far, I am not optimistic about being refunded.

I am disappointed that the HCG that I once knew and loved over the years has changed so much for the worse. Sorry to say that I don't think I will be returning.

On May 22, 2013, High Country Gardens responded with:

"On May 22, 2013 10:48 AM, High Country Gardens responded with:


So sorry to hear about your frustrating experience. As you can see from our recent comments, you're not alone. We are working around the clock to catch-up and stay on top of the spring demands. With High Country having been out of business from November - January, it's been extremely difficult getting everything back up to speed for the spring season.

I will be sure to have customer service reach out for a resolution on your order.

Thanks for your patience & understanding.

Ethan Platt

Negative joimack6953
(5 reviews)
On May 18, 2013, joimack6953 Wheat Ridge, CO wrote:

Posted on May 10, 2013, updated May 18, 2013
Posted on April 15, 2011, updated May 10, 2013
Receiving my plants from HCG is always an exciting moment. This year I finally got to order their Salvia Pachyphylla as it's not recommended for fall planting in my zone. When I opened the box there was a warning about the Agastache but mine was beautiful and healthy. But my long awaited salvias were dry and wilted - so I watered them. They did not pick up over night so I e-mailed HCG for their advice. In less than an hour I had a reply from Maureen McCarthey, a customer service rep. She offered to mail me new plants next week. I'm really happy with the prompt reply, the offer to send me new plants and the fact that HCG stands behind it's products and it's word. Thank you!

On May 10th, 2013, joimack6953 changed the rating from positive to negative and added the following:

Well now it's May 2013. I ordered my plants early so the things I wanted would be available - about 80 plants. My shipment was supposed to arrive in April but due to the weather in Denver shipments were postponed. I was very happy about that. But now I am wondering if the plants I ordered and paid for are ever going to arrive. I was promised my plants would ship last week and when they didn't arrive was promised again they would definitely be here today. No, not today either. I've chatted live, left messages, received apologies through e-mail, waited on hold for customer service only to be transferred to a voice mail after 15 minutes and as a matter of fact I'm on a live chat right now with Locky and have not received any response from him for a good ten minutes. I was very sorry to hear HCG went bankrupt and joyful when I heard they had been acquired by American Meadows and would continue to offer plants that thrive in Colorado. But now I wonder if I will ever receive my plants and am very frustrated with the lack of customer service I am receiving.
On May 18th, 2013, joimack6953 added the following:

May 18, 2013 and still haven't received any of my plants. The entire front area of my home which was supposed to be transformed from grass to a prairie/native type garden is brown - full of the grass we allowed to die back to plant our new water wise garden. My neighbors are not amused nor am I. My order status on the HCG website is "in shipping", the president of the American Meadows replied my plants were at the Denver greenhouse preparing to be shipped. Maybe next week....
On May 18, 2013, High Country Gardens responded with:

"On May 10, 2013 4:38 PM, High Country Gardens responded with:

Dear joimack6953:

I sincerely apologize for your understandable frustrations. Having taken over High Country on February 1st on top of running our existing business has put a significant strain on our people and systems.

I can assure you that we are working around the clock to get all of our orders out. You order was held up by the system due to one plant not being available in the size that you ordered. Unfortunately, we're struggling with the system we inherited to put that level of detailed information in front of our overwhelmed customer service team.

The issue with your order was rectified several days ago and it has been sent to the greenhouse for preparation (it takes several days to properly stage the plants for shipping). You will see it next week.

Again, I'm sorry and thank you for your understanding, business and patience.

Ethan Platt
President | American Meadows & High Country Gardens"

Negative magnolia92
(1 review)
On May 17, 2013, magnolia92 Greenville, NC wrote:

Posted on May 16, 2013, updated May 17, 2013
Residing in North Carolina, I was excited when I first learned that High Country Gardens had drought resistant plants. In October 2012, I ordered two Agastache Ava plants. I was pleased with the ordering process and received the plants in approximately ten days. When I opened the box, however, I was dismayed to see that one of the plants looked extremely healthy and one looked extremely sick. The written insert included with the plants said that even if a plant looked sickly it should be planted and it would sprout green leaves in a very short time. I did just that but, sadly, the sickly looking plant died so I emailed High Country to request a replacement plant. They were very apologetic and said they would indeed send me a replacement Agastache, but it would not ship until mid-April 2013. On April 17, 2013, I emailed them to see if the plant had shipped and if not, when it would be shipped. They responded by saying that Denver, where their shipping facility is located, had received a major snowstorm and the plant would be shipped on April 22nd. On April 24th, I emailed the company again to inquire as to whether or not the plant had shipped. I received an email from them which was exactly the same message I received on April 17th that shipping would resume on April 22nd (?) I emailed again on April 30th, and was told the plant was in the process of being shipped and I would be receiving a shipment notification “shortly”. On May 11th, having received neither the plant nor a shipping notification, I emailed them again. This time I was notified by High Country that, alas, the plant was out of stock. Needless to say, I am very upset with this situation and I feel that a plant ordered six months earlier should have been one of the first ones shipped out in April. I will not be ordering from High Country Gardens in the future and will certainly inform all my gardener friends to stay away from this deceptive company.

On May 17th, 2013, magnolia92 added the following:

TO: Ethan Platt, President, American Meadows / High Country Gardens

Thank you for your response to my complaint regarding High Country Gardens. I was indeed aware that American Meadows purchased High Country Gardens and I am empathetic to the problems your company is having with the inventory and ordering systems. However, as a customer, these issues mean relatively little to me and when I order from a company I expect to be treated honestly, fairly and not be placated with excuses. As for your Customer Service Reps doing the best they can, I am a CSR as well and CSR’s do not tell customers that they will do something and then not do it. It comes across as being unscrupulous and produces very unhappy customers.

Again, thank you for your response. I have emailed High Country that I will accept your offer to receive the replacement Agastache Ava this fall, although I have little hope that the plant will arrive and be in good health.

On May 17, 2013, High Country Gardens responded with:

"On May 16, 2013 8:43 AM, High Country Gardens responded with:


I'm very sorry for your frustrations with your replacement order. As you may or may not be aware, High Country Gardens closed in November 2012, but reopened in February of this year under new ownership. It has been an extremely hectic spring as we have worked around the clock to get High Country back up and running. One of the biggest frustrations we've experienced has been inheriting their inventory and order processing system. Although the vast majority of our orders have shipped as promised, we have had some (like yours) that continue to give us trouble.

I can assure you that we have had no intent to deceive. Our customer service reps are doing the absolute best they can with the conflicting information our systems are providing. We will happily honor our guarantee and either credit you for your fall purchase or send you more Ava in the fall (Yeah, I know you've heard that before!). Please understand that it's been a crazy-hectic few months and we're doing all we can to stay on top of things.

Again, I apologize for your negative experience.

Ethan Platt
American Meadows | High Country Gardens"

Negative dserrano77
(1 review)
On May 17, 2013, dserrano77 Chapel Hill, NC wrote:

Posted on May 17, 2013, updated May 17, 2013
I have ordered from High Country Gardens in the past and been satisfied with their communication, updating/notifications, and plants. Based on these experiences I was expecting the same good experience with my order this spring (submitted 4/22/2013). Plants were supposed to ship the week of 5/5. At the end of that week I inquired about my order. I was told they would arrive the week of 5/14. They didn't. Then I started getting undocumented emails with reimbursements and credits that were not explained. I had to email to ask what all this reimbursing and crediting was all about. Turns out they discovered (about 3-4 weeks after the order was place) they actually didn't have most of the plants in my order (3 such events -- How does that happen??). I was then told that the plants would ship for delivery on 5/18. Then I was told they would ship the week of 5/20. At this point I called and spoke with their Customer service (who were nice but not too informative about what exactly was going on -- in their defense I don't see how they can since they are no longer at the propagation site). They confirmed that they are no longer growing plants at the santa-fe location and the propagation facility in Denver is having major problems.

I asked them in email to either overnight the plants to me at their expense so that they arrive by 5/18 as they had promised or cancel my order. I got a refund confirmation email with no apology and no additional info. I guess they chose to cancel the order . . .

This may be acquisition-related growing pains as american meadows representatives have claimed in defense, but boy are they botching this -- if they want to keep customers they need to do a better job than how they handled me.

Needless to say I won't be ordering from them again and have to give them a bad review. I hope other fans of xeric plants avoid my experience and go elsewhere for plants.

On May 17th, 2013, dserrano77 added the following:

In response to Ethan: Ethan, thanks for the note. I understand that that is the current line on why this is happening. What I don't understand is that if this is true, how come I didn't have problems in the past but have since the acquisition. This claim rings somewhat hollow. Thanks for bailing out HCG, and it may be a coordination issue, but HCG was fine before and a problem now -- so it can't be the system only.
On May 17, 2013, High Country Gardens responded with:

"On May 17, 2013 1:15 PM, High Country Gardens responded with:


So sorry for your negative experience and specifically, our inability to get you timely and accurate info about your order. As I've indicated in other recent responses, we inherited a very cumbersome inventory and order processing system and are working around the clock to rectify the issues.

I sincerely apologize for the negative experience and assure you that we will once again get High Country back to exceeding customers' expectations.

Best Wishes,
Ethan "

Negative spicetail
(6 reviews)
On Jul 6, 2012, spicetail Mansfield, OH wrote:

plants i received this year either struggled or died, very little root system on them

On Jul 6, 2012, High Country Gardens responded with:

"On Jul 6, 2012 1:42 PM, High Country Gardens responded with:

High Country Gardens has a 100% guarantee. Please contact customer service and we will gladly process a claim for you!

Victoria Peralta
Customer Service Supervisor
High Country Gardens
[email protected]

Negative MBX5
(1 review)
On Jun 8, 2012, MBX5 Arvada, CO wrote:

I had the WORST experience with mail order ever! It all started with my order on 3/19/12 for the Sizzling Colors' Inferno Strip, Penstemon mexicali and Cold Hardy Mediterranean Garden. Not a huge order but still 360.00 worth of product. The ship date was In April and that's when it all went downhill! First the order showed up missing more than 20 plants and many looking bad. When I tried to call all you get is voice mail so I left a message and filled out the form with no response for a week and many more calls and emails. The lady on the phone said they would send the missing plants but not on my schedule which was kind of ok since I wanted them. Well I finally got the plants and then another order of inferno strip shows up. Not sure what to do I called again and filled out many many forms for 2 weeks with no call back. When I did get a support call I told them I gave the plants away as I had no room and they just sat around. I was told that was ok and they still had a few DOA plant to ship when stock came back in. Another week goes by and I come home to 5 more boxes on my porch! Another inferno stip and a few other plants. Back to calls and emails a week latter I get a person on the phone and she tells me they have charged me for 3 inferno strips along with a few other plants. Now I'm pissed and tell the lady to have a manager call me as she was the after hours call center. So again many calls,emails and weeks later still no response so I start calling the garden center not mail order store And got a cell phone number of a person high up at Highcountry. Even she couldn't get anyone to answer her. Finally 1.5 weeks latter she called back and said no charges are made for the extra flowers. I was also informed I would receive the DOA plants none of which to this day I received! This is an abbreviated version of all that took place but it doesn't seem that way. I will never order with them again or recommend any other people place orders with them.
Joe Barnas

On Jun 8, 2012, High Country Gardens responded with:

"On Jun 8, 2012 2:53 PM, High Country Gardens responded with:

I regret to hear you had difficulty reaching us in regards to your order. We have made changes to improve response time. I would like to look into what plants you are still missing. If you can please contact me directly toll free 1-877-811-2700 ext. 3023 or via email [email protected].

Victoria Peralta
Customer Service Supervisor
High Country Gardens"

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