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Comments regarding Jackson & Perkins

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190 positives
48 neutrals
248 negatives

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RatingAuthorContent
Negative skiekitty
(6 reviews)
On Jul 2, 2008, skiekitty Parker, CO (Zone 5b) wrote:

OMG, I cannot begin to describe my nightmare with J&P. I figured that this was a completely top-notch company until I tried to order something! For Mother's Day 08, I decided to order for my mom a Simplicity Hedge Roses - 6 roses (yellow). I ordered on April 21 08 with delivery around May 6th (my mom lives in Zone 3 in NNY) as Mother's Day was May 11th. By May 7th, I don't have a confirmation number and my order # was not accessable on their website. I had to call them up to figure out what was going on! First operator on 5/7 told me that it was shipped out via USPS. I explained I had ordered this to be shipped UPS as the USPS doesn't deliver well to where my mom lives (Amish country). She said, sorry, that's how it went. I asked for a confirmation # to track it, no such thing. Frustrated, I called on 5/8 to get a tracking # and I was told that this was shipped out on 5/3 via UPS! I explained that I was just told the day before that it was shipped out USPS and THIS operator didn't understand why I was told that. I told her that I didn't care, as long as it got to my mom before Mother's Day (in 3 days) and that I had ordered this 3 weeks previously & my CC had been charged back on April 23. In frustration, I called AGAIN (still, my order was not accessable on their website) on 5/9 and was told this time that it was shipped out on 5/3.. FEDEX! WHAT??? What on heck is going on? What's, next, Pony Express? So I *do* get a tracking #.. and it has a delivery status for 5/12, the day AFTER Mother's Day! I call immediately back and raise 9million different kinds of **** and they did refund 20% and refund the shipping.

Long story short, my mom ended up getting them on the 10th (?), but they were all dead. Being shipped from California to NNY in a plain cardboard box w/the humidity just killed every little leaf on all 6 roses. I called them back AGAIN, but they couldn't find my order due to the fact that they'd just been bought up, had new software, blahblahblah. They *did* promise to ship out new roses (they only have a 60 day guarantee? Walmart has a 1 year!), but since this was on June 30, 08, there's no guarantee my mom would get them THIS YEAR. Both she'd & I gotten better service & plants from BigBoxes! Never Again!!!!

Negative lalouisianne
(1 review)
On Jun 21, 2008, lalouisianne Collingswood, NJ wrote:

About a month ago, I bought the 4-english-rose collection, or thought I did. A week goes by, and I realize I have not received a confirming email (I always supply email!!) - I check the site for my order status, none... I check my credit card for charges ... none! So I think to myself 'perhaps I did not click submit', there's no order... So I go onsite a few days later, and order the roses. 2 days ago, 4 roses show up, and yesterday, another 4 (btw, all 8 rose just thrown into a plastic bag, no protection). I call customer service and they tell me to send the second 4 back... at my expense. They cannot tell me whether or not I will be refunded for the shipping & handling on the order itself either!

I asked enough questions to get out of the cs rep that they have gone through a buyout - and the servers were down for a while, which explains why I could not find a trace of my order.

Now, how is this my problem? Why can the rep not tell me whether I will be reimbursed for the original shipping and handling charges? Why should I gamble on sending back the rose on my dime, for a partial reimbursement, due to their 'transitional' issues?

Why would I ever consider buying from this company again?


Negative Melissande
(1 review)
On Jun 21, 2008, Melissande Chillicothe, OH wrote:

I am a 2nd generation, 30+year JP customer who will never buy from them again. Ordered online a package deal for 4 roses (a buy 2 Cinnamon twist roses get 2 free) in early May. Card charged immediately, of course. (order#36574) A month later a tiny box landed on my porch with a single sad-looking bare root in it. No packaging, just the box. Their customer service, with major 'talk to the hand' attitude, tried to convince me it was my fault, (not so: husband did the order and I watched over his shoulder. We both double-checked everything before completing order) and tried her best to convince me it was totally normal to end up paying more than $40 for a single rose. Refused to connect me to a superior. I hung up and went out and kicked a few trees and dogs, then came back and called again. This time got a trainee cust. service man, who was immediately cut off by the person who was overseeing his training. This person told me it was a clerical error on JP's end, apparently one he'd dealt with repeatedly, he said, claimed it all had something to do with the Park Seeds take-over, and told me to keep the single rose, and promised the charge would be removed. Still waiting for that, and for the rose to wake up and grow(not too sanguine about that, still looking pretty sad). Will probably contact card and dispute charge after writing this, as I am no longer convinced of the good will of JP. This is my last JP order. I will never recommend them to anyone again. The old JP is apparently dead.

Negative augustinegreen
(1 review)
On Jun 20, 2008, augustinegreen Tampa, FL wrote:

Bought 4 J&P roses. One died the other 3 give no blooms and have reverted back to rootstock. I babied these things. My $5 Walmart roses are thriving and these overpriced hybrids are worthless. Save your money and buy elsewhere...

Negative astcgirl
(10 reviews)
On Jun 13, 2008, astcgirl Brandon, FL (Zone 9b) wrote:

I ordered quite a few roses from J&P through a sale they had, they arrived in a box, no protection, just like they were thrown in there. Within 2 months of planting them, most of them died, they replaced the ones I lost but sadly those didn't make it either. This year they rang trying to get me to buy into the sale again, but I told them what bad luck I'd had with their roses so they offered to send 2 more roses, but only 1 arrived and is struggling. It came with canes crossed over and 1 cane cracked. It already has dieback and I'm not holding my breath for this one to pull through either. I'll never buy from them again, they have left a sour taste in my mouth.

Negative dwr857
(8 reviews)
On Jun 12, 2008, dwr857 Winston Salem, NC (Zone 7b) wrote:

I ordered 3 Don Juan's back in early Jan and received them 1 week ahead of time. One had 2 green canes and one black one, one had only two canes that were severely crossed and the third had four very nice canes and all were hollowed out by a borer. When I called they replaced all three and I discarded the first three. The next shipment arrived on time about the first week of Feb and two of the three had split canes and the third was fine. I planted one and got the other 2 replaced. Order 3 arrives with 2 bare root Don Juan's, and both had small canes that were semi crossed and I called again and complained and was told to plant them and if they didn't leaf out within 3 weeks call them again. Both failed to leaf out and I got 2 more this time they were decent. The sad part was I was way past the ideal planting time and literally watered twice a day and misted as many as ten times a day.

I now have 3 Don Juans but dug 7 holes (mostly re-dug) and am totally frustrated with this company. My dad when he was alive would only buy roses from J&P, I know he would be very disappointed.

The moral of this story - I will never again buy from them. Had I known that a local nursery had about 20 of these potted in 5 gallon containers for $5 less per plant!

Negative BethG208
(2 reviews)
On Jun 11, 2008, BethG208 Syracuse, NY wrote:

Clearly things have not improved in the three weeks since they took over the company. I placed an order on May 18 and the earliest ship dates I was given were June 9-13. So far, nothing has shipped and as of the call to customer service a few minutes ago, they have no idea when it will ship. When asked if it would be in the next week or a month from now, she had no answer, not even a lame answer to placate an angry customer. Apparently all they can offer is an apology and seemed unconcerned when I threatened to cancel my order. Anybody else would be offering refunds, credits, or gift certificates. At this point, I wonder if it would have made any difference if I had requested delivery "guranteed" by Father's Day. Since my delivery dates were then, and even a few days beforehand, I thought it was unnecessary.

I don't suppose I should be surprised that this is the direction their service is going if Park is taking them over. Every other Park affiliated company gives me absolutely abysmal service, especially Wayside, which reminds me that they are due for another round of "where's my order" as well. I suppose this now means that all of my J&P orders will will come with even more syrofoam peanuts and that nasty straw stuff.

Negative Tina_A
(9 reviews)
On Jun 5, 2008, Tina_A Caddo Mills, TX (Zone 8a) wrote:

I have tried to be patient with this company and I'm now at the end of my rope. I have ordered from Jackson and Perkins for the last 4 years with mostly good results. Not this year though. I placed my order with them on Jan 21. The credit card that I used at the time I later closed. They called me on May 12 or thereabouts regarding this. As part of their company policy, if you call them on the phone then they usually give you 20% off an item. I ordered an avocado tree. I asked them not to send the tree until May 31. I got it on May 16. OK a little early, but the weather had improved so no biggie. My original order was supposed to be here on May 22. I ordered 2 rose trees and 2 rose bushes. As of June 5, I have 1 rose tree. When I called to enquire about the rest of my order, the young lady said that she couldn't find the order, so please call back on Monday. I called on Monday and now I'm being told that the rest of the plants are in packaging. WHAT!!!!!!!! " Why was I sent 1 item and not the rest? I don't know ma'am. Can I speak to your supervisor? She's not here right now. "
All I have to say now is that they will never have to worry about sending anything else to me. I will never order from them again. BTW the avocado tree had some bug issue while at their nursery cuz the leaves were all eaten up. Not a good way to practice business.

Negative RachelCR
(2 reviews)
On Jun 5, 2008, RachelCR High Bridge, NJ wrote:

After seeing the negative reviews here it's my own fault for ordering from this company. I really wanted a plant only they seemed to have. The only other place I saw it was occasionally on ebay and I kept missing the closing dates for sales. I did end up getting the plant I wanted plus another I ordered on sale, sent on the dates expected. They were both a little gnawed on by bugs but luckily the bugs didn't seem to come with the plants. Another plant I ordered two of was to be sent a few days later. Well after a week I never got it so I emailed the company with my order number. Well over another week later I was emailed a boilerplate reply saying "if I could not provide my order number, they would need more info to track my order". I then called the 800# and was told "the order number was wrong" & the plant was not scheduled to send until Fall (even though they had already charged me for it). I asked why I had never been notified of this & was told "they did not have my email address". Well all other communication was through email before, why did they not have it now? I was told Park Seed just bought them out and the company is in "conversion" so they have not gotten updated order info from J&P. Oh, and because of this "conversion" they could not possibly refund my money until at least the end of the month. They're keeping my money & it's interest, and probably hundreds of other people's, to use as part of their conversion as instant liquid assets! This seems criminal to me. The representative, Crystal, told me I obviously didn't understand business and I would get my money back eventually so I should just be understanding. So they've just lost yet another customer.

Negative jevesely
(1 review)
On Jun 2, 2008, jevesely Odenton, MD wrote:

April 13, 2008 I placed an order for a tree from Jackson Perkins. My charge card was billed IMMEDIATELY.
It is June 2. 2008, and after numerous phone calls, the plant is still not here. Each time I was told it was going to shipping, and was even given a date that it should arrive. That was three days ago.

The links to find out delivery do not work. Watch what you order on the web site!

I made a 3 calls today, going as high as the president who was not available. Surprised?
At any rate, it's interesting that they can charge and get money before it is even shipped. Think they are using my money.
OH, I WAS TOLD THE COMPANY WAS SOLD....IN TRANSITION, YOU KNOW.

Jackson Perkins just lost another customer.

Negative tazzy99
(1 review)
On May 29, 2008, tazzy99 Shelbyville, KY wrote:

This is the worst online ordering experience I've ever had. The customer service department is completely worthless and I cannot find out where my delayed order even is or when it might be delivered.

I ordered 29 rose bushes and 3 rose trees on May 11. I ordered online. The website promised delivery in 7 business days. That would be May 21. When I looked at the status of my online order about a week after ordering, it showed delivery for May 28. That wasn't what I was promised, so I emailed customer service. Three days later, they finally responded, and said that they were in the process of being sold and that the sale would become official on May 20 and that I should call back on that date and they'd have info on my order. That until then, they couldn't access any order histories.

On May 20, I called customer service. The woman who answered said that they had no access to computer files and that they couldn't tell me anything about my order and to call back in a "couple of days."

I emailed the company that same day, expressing my frustration, and didn't hear back. I called them on May 22, two days later, and asked about my order. They still had no record of my order and no one could give me any information. I emailed customer service again. Finally, four days later, on May 26, and six days since my other, unanswered email, they emailed me back. They said that, as I had been told (which wasn't what I was told) that they wouldn't be mailing anything until May 20. And that I'd get my order shortly and that the delay was because they'd been sold and they were busy processing orders.

That didn't answer any of the questions in my email, so I responded and told them to cancel my order. I haven't heard back from them and I have no idea whether my order is cancelled or not.

It's already too late to plant bareroot roses in my area, so I have no interest in this order. It's extremely frustrating, because I spent several days preparing a large rose bed for the roses before they were to be delivered and I didn't buy any roses at local stores, planning on planting the ones I ordered. Now the local stores are sold out of the potted roses I wanted and it's too late for me to plant bare root or potted roses in my area.

I cannot believe that the customer service dept was so completely ineffective and worthless. They used the "we were sold" argument way too many times. I looked up the details on the sale and the company was sold last year in April with the final transition to take place this year. That gave them 12 months to plan for a seamless merger. But instead, they did anything but a seamless merger. They dropped the ball and lost orders and hired rude customer service reps who can't answer simple questions.

I will NEVER order from Jackson & Perkins again.

Negative jceyler
(1 review)
On May 28, 2008, jceyler Anna, OH wrote:

I have purchased roses from Jackson Perkins for about 15 years with good results. If the items didn't grow they always replaced them. Not any more.

I placed an Internet order with Jackson Perkins on Sept. 13, 2007 from their fall catalog.

The order included a daylily romulus,
Crackling Fire Miniature rose,
Lavender loddon Anna, set of 3,
Delphinium Blushing Brides, set of 3, .

None of the above items grew this spring. When I called their customer service number, May 28th, I was told that their guarantee was only for 60 days. So late last Nov. I was to go out and dig through the snow and uncover them to see if these items were growing. Get real!

So at the very least don't order from Jackson & Perkins fall catalog.

Negative RainCityMomma
(1 review)
On May 21, 2008, RainCityMomma Seattle, WA wrote:

My husband ordered various plants on March 8th for me for our anniversary. As of May 21, one of the items still has not shown. We were never alerted that the item was on back order - just given the run-around over the course of several phone calls. Various excuses include: "It hasn't shipped yet." "It will ship the last week of April or the first week of May." "We are having trouble with one of our suppliers". At that point I asked my husband to cancel the order. So he tried and they said "We are in the process of being sold, call back on Tuesday when the new system is up." So on Tuesday, he reached a new customer service department that didn't know what they were doing, and when they finally talked to someone in the know, alerted us that the order appeared to be canceled. But of course, we have not been refunded the money to our credit card. In fact there appeared to be an outstanding balace of a few pennies. Absurd!!! You can bet that I will NOT be using Jackson Perkins again, and if our money is not returned promptly, I will be filing a complaint with the BBB.


On June 24th, 2008, RainCityMomma added the following:

We have had subsequent phone calls met with lies. I ended up filing a complaint with the Better Business Bureau. I strongly urge others who have had similar problems to do the same. It only took a few minutes and might provide a little pressure for them to stop their grand-scale organized theft and deception.
Negative Gavinsmomma
(1 review)
On May 12, 2008, Gavinsmomma Jacksonville, IL wrote:

This was THE absolute worst online business experience for me, EVER. I ordered product on April 24th, in hopes that it would be delivered before May 11th, in time for Mother's Day. They said it would be delivered BY May 12th, via UPS, and I decided to settle for the day after Mother's Day. Well, today is May 11th and my mother STILL has not received her Mother's Day gift. When I called customer service, I was told there was nothing they could do and that they couldn't even track my order due to being bought out and being in the middle of transition, AS IF THAT'S MY PROBLEM. They could not give me a tracking number, a date it was shipped, NOTHING, and even informed me that they don't ship via UPS, the new company ships via FedEx (contradictory to their confirmation e-mail). When I asked for a refund, they said they couldn't give me a refund until they got proof of delivery. If you don't even know if it was shipped, how do you know it will ever be delivered?! Does this mean I paid them for NOTHING?! This is an absolutely pathetic excuse for a business, extremely mismanaged and unorganized. In fact, they refused to even look in their shipping log (for UPS or FedEx) to get a tracking number or see when it was shipped. The excuse? They just have too many shipments to try to look it up that way. Way to take care of your customers. Also, I've read some of the other reviews (wish I had read them BEFORE ordering) and it amazes me that they're STILL using the "in transition" excuse. How long does it take to get your business in order to the point that you can at least track shipments? Shameful.

Negative dirthound
(19 reviews)
On May 8, 2008, dirthound Cohocton, NY wrote:

Ordered from J & P with knowledge of Wayside Gardens kinship.Received 3 beautiful Jap Maples ,packed so well nothing could move in shipment.Received a number of items ,small /pricey. Others unexpectedly large for price. Had problems with 3 items,called customer service, quickly resolved . Still waiting for several B O ,will report later on them.Excellent packing , plants and Fed-X service


On May 26th, 2008, dirthound changed the rating from positive to neutral and added the following:

Update on remainder of order while waiting for J&P to regroup with new owners and computer system.Have never received last 2 items on order,echinacea and candy lilly.E-mailed ,reply was order is filled, was there another order I was referring to?Have all paper trail from start to now.Am about to give up. Not worth the effort. Last and final order with them or affiliates.
On May 29th, 2008, dirthound changed the rating from neutral to negative and added the following:

Seems that after 5/20/08 J&P has lost computer orders and ability to e-mail back about orders.My order is still not complete,either by credit or product. Everything seemed OK till above date then ???????Changing rating to Negative, will never,never order again or from any affiliates.
Negative buck111
(1 review)
On May 2, 2008, buck111 Bridgewater, MA wrote:

Do not order from Jackson and Perkins their customer service is horrible. I ordered six rose bushes on 3/20/08 and much to my surprise my credit card was charged prior to the order being shipped. Since Wayside Gardens purchased them I guess that this is now their sop. It appears that Jackson Perkins is falling into the same corporate madate as Wayside Garden with a high negative rating. I was contacted by Jackson Perkins and placed an order on 3/20/08 and requested that the shipment arrive by a specific carrier. The representative stated no problems. Much to my surprise it arrived by another carrier. I contacted Jackson Perkins to inform them of the error and was informed that they gurantee the plants but not the carrier. I asked to speak to a supervisor to request that the rest of the order be shipped differently. I was informed that this request would not be honored. I then instructed the supervisor to cancell the order and credit my credit card. I was informed that they fulfilled their contract obligation in shipping the plants and if the plants are not dead then there would be no credit. I informed the supervisor that I would refuse the rest of the order and once again was informed that they fulfilled their obligation and no credit would be issued. I informed the person that I would need to fill a dispute resloution with the credit card company and asked her if she understood the concept of customer service. The supervisor stated that she would sent this concern to the executive concern dept. but that it would take 3 to 5 days to get a response. Jackson and Perkins has no concept of service recovery. I order 6 rose bushes last year and two died . I did not even tried to recover the bushes, I order roses from Chamblee Rose Co this year also and the roses arrived in wonderful condition.

Negative bwitterholt
(1 review)
On Apr 30, 2008, bwitterholt West Chester, PA wrote:

I received a letter stating that a christmas wreath I ordered as a christmas present back in early Dec.had never been sent . This was very upsetting. My sister in law lives in california who I see once a year and I am just finding out that she never received her gift four months later. I will never order from this company again!!!!!!!.

Negative bjunesmith
(1 review)
On Apr 30, 2008, bjunesmith Victorville, CA wrote:

I ordered 2 bare root roses from Jackson Perkins on 03/13/2008. The roses were to be delivered by 3/31/2008. It is now 4/30/2008 and I still have not received the roses. They made no attempt to contact me. I emailed them twice and phones them once. They responded to the first email and said the plants had been shipped. A week later I still had not received the roses, so I phoned them. I was told the roses had not been shipped as state in their email. I was also told the company was in the process of being bought by private investors and orders had been delayed because of the sale. The representative said the roses would be shipped the next week. Two weeks later I still have not received the roses. I sent them another email. They responded with the new owner info again and said nothing about when the roses would be shipped. In the meantime, I am receiving numerous emails and brochures in the mail to purchase more of their roses. If the company cannot meet their current obligations, they should not be trying to generate more orders. This is not a positive sign of the way the Jackson and Perkins Company will be run in the future. I also live in California. It is a little late here to be planting bare root roses, if and when I do receive them. I will not order from them again.

Negative grampapa
(8 reviews)
On Apr 6, 2008, grampapa Wheatfield, NY (Zone 6a) wrote:

I ordered 3 'Mother's Rose' for spring planting in 2007. They arrived 3 weeks earlier than requested. I called to complain and was told they would be fine as long as the roots were kept moist and they were kept in a cool place, which I did. I was skeptical, as they had already broken dormancy. When they were planted they were very slow to recover. Just past the guarantee period, one of them finally died, although it was planted right next to the others and received the same care. Out of 70+ roses that I planted last spring this is the only one that died. Their planted are very expensive and I won't be ordering from them again.

Negative girlbug2
(10 reviews)
On Mar 25, 2008, girlbug2 Westminster, CA wrote:

Hmmm, where to start....
Well, I have had mixed success with J&P for the past several years since I first planted roses. In '03 my mom recommended their catalog as the way to get the "best" roses, so I couldn't wait to order Love Potion and French Lace bareroots, which did arrive in healthy condition and grew well for me.

The following year I planted a few more selections from J&P, especially the ones marked as fragrant. One of them apparently arrived dead as it never grew, although I wasn't sure of that at first, so I patiently watered and nurtured it as best I could for more than two months until I was certain it was a dud; after all, some roses seem to take longer to come out of dormancy than others. When I called their customer service to ask for a replacement (although it was getting late in the season for bareroots by then, I still wanted that rose if I could get it). I was just told No, too late, past the 60 day guarantee. No apology or offer to give a discount or anything else that would have told me that they cared for my business.

I was unhappy with that situation, but I still liked their roses and their catalog is enticing and nicely put together, so I continued to order roses here and there from J&P and also picked up a few from a local gardening center that carries their brand name. Mostly, I have been satisfied with the quality of the J&P bareroots I have grown.

I do have one huge peeve however, in that the descriptions in their catalog and on the rose tags if you buy them retail are very deceptive, I would even say deliberately so. I mentioned before that I am biased toward strongly fragrant roses; well, J&P really plays up the amount of fragrance in their listings. I have learned that if J&P claims that a rose is "moderately" fragrant, it really means that I can smell it if I put my nose right up to it and sniff hard. If they say "lightly" fragrant, you can detect a scent only by burying your nostrils deep into the bloom and sucking in air like dear life depends on it. Also, their claims of vigor and disease resistance are *greatly* exaggerated in my experience;for instance, last year's Pope John Paul II planting was the most mildew-prone, sickly rose ever despite the tag boasting about its exceptional disease resistance. It *was* beautifully fragrant, however:).

It's a real pity that their marketing dept is so savvy that it can create such a beautiful and convincing catalog, but their general service and quality control is so spotty that it can't support their overblown claims. I would guess that that comes partly from having gotten away from their "roots" in Horticulture, the parent company being spread out over so many other mail order ventures such as Harry and David (gifts, baked goods, sundries, etc.).

Oh well, my advice is that when ordering from J&P, order early and only the time-tested varieties that you are sure about, because only time will tell if their claims are true.

Negative irishbelle
(9 reviews)
On Mar 8, 2008, irishbelle Orange County, NY (Zone 5b) wrote:

This morning I was surprised to receive the two Heaven on Earth, bareroot roses I ordered. This is weeks in advance of the shipdate for my zone, which is listed on their site, and my planting beds are under a sheet of ice. When I called customer service, the rep did not seem particularly concerned. She told me to put them in a closet for a few weeks and keep the roots moist. Okay, odds are that they won't die before I get them in the ground, but for the price you pay at J&P. I should not have to be dealing with this. Also, I had ordered several lily bulbs and a perennial. These are not set, according to J&P to ship until next week. I mentioned again, that it is not yet time to ship to my zone. She replied that she can't do anything about it because the order is "in process." Frustrated I went back to their website. I discovered that their hardiness zone tool pulls my my zipcode as zone 7a. I am no where near 7a -- the closest area in that zone is about 65 miles south in NYC. I am a borderline 5/6. I highly doubt I will order from J&P again unless their customer service provides a satisfactory reply to the e-mail I sent. If so, I'll post the information when received.

Negative dianne99
(5 reviews)
On Mar 4, 2008, dianne99 Brookville, KS (Zone 5b) wrote:

Thank God for DG. I bought some of the worst roses ever from Jackson and Perkins 15 years ago at a different home and didn't remember until they sent me a Wayside Gardens catalog--positively the worst plant mail order firms I ever did business with and talk about getting on every plant mail order list--if you like really pretty catalogs(i would give them very high marks on the quality of their catalogs-even back in the day)! they've had 15 years to get it right--i woulda gave 'em a 2nd chance! WG i instantly remembered (call it 90% dissatisfaction with a huge order and a newbie gardener discouraged for years) which prompted me to actually research J&P here. in their credit, i wrote J&P a nasty email which they politely responded to and customer service was very polite when i canceled my order...who has time for crappy plants?

Negative MiiosMom
(1 review)
On Mar 4, 2008, MiiosMom Hollister, CA wrote:

For years I've purchased JP roses as my mother felt they were the standard for high quality. In general those I have purchased from local nurseries have done quite well.

Which is why when it came to landscaping a large area of our property, I chose to order from JP online. This will never happen again.

Their online ordering system is quite frustrating; instead of being able to order multiples and receiving price breaks as your number increases; they allow you to order 1, 3, 6 or 12 or combinations thereof. Their order tracking information is appalling. When a tracking number finally appeared for some of the items on my order, clicking on it sent me to the USPS tracking page, however, the tracking number wasn't recognized by the USPS. Odd.

When I called to inquire, the customer service person said, 'oh, our web site does that -- the tracking number is actually for Fed Ex.' (!) She then indicated my shipment would not arrive for another 4 days.

The large partial shipment arrived this afternoon. As Fed Ex's web site said it would.

Heaven only knows when the rest of my order will arrive.

We have a great deal more landscaping to do. JP is off my approved vendor list after this experience.

Heaven only knows when I will receive the balance of my order; some of which their order history says were due to be received over a week ago.






On March 12th, 2008, MiiosMom added the following:

Update on 12 Mar 2008. Well half the order came as they said it would. The balance has yet to arrive; their 'receive by' dates on the open items have long since come and gone. Email correspondence with their customer service is pretty useless.

The last C/S person told me they'd 'had some problems' and my order would ship 'soon.' That was a week ago.

Wonder how they define soon?

Negative norcwood
(1 review)
On Oct 29, 2007, norcwood Vallejo, CA wrote:

I ordered a bunch of bareroot roses March 2007. Most did fairly well but a couple didn't do so well. I complained about one of them when the others in the same bed were growing vigorously while it lagged behind and looked so weak. Their reply was that I had not given the plant sufficient time and that I should give more time for it to grow. OK, so I did this and sure enough it is now doing great. The other rose that concerned me meanwhile had virtually stopped growing and remained with only shoots of two or three inches all summer, so I decided to tell them about this and they replied that I was too late reporting this so they could do nothing about it now. That was one rose out of a total order of around $300 and they will not replace it for me. So all I can say is GOODBYE to the Jackson and Perkins Company

Negative giboosi_alttara
(6 reviews)
On Oct 7, 2007, giboosi_alttara Ridgefield, CT wrote:

Ordered 1 'Outrageous', 5 'Crackling Fire', 3 'Hot Tamale' and 5 'Tropical Twist' roses. They arrived days after scheduled, and after planting, 1 'Hot Tamale' and 1 'Tropical Twist' have bloomed... white and pale pink, respectively. They should be orange/apricot shades.

I called, and they offered to replace the 1 of each that has bloomed the wrong color, but container rose complaints must be placed within 30 days, I believe she said. The roses have been cut back (prior to shipping) and I will likely not know if they're the right ones until spring. So, I was persistent and they will replace all 'Hot Tamale' and "Tropical Twist' but they won't be shipped for 11 days. I had her make a notation in my file so I can have replacements for the others in spring if they are wrong, too.

50% mislabeled plants and having to wait for 2 weeks for the right plants to arrive is disappointing, to say the least.

Negative Sherrie_A
(1 review)
On Jun 6, 2007, Sherrie_A Los Angeles, CA wrote:

I ordered bare root roses and essential patio pots from Jackson & Perkins. The pots were a size larger than what I had ordered on the telephone. They were not only taller, but they were wider, and are too large to fit on my patio.

I have called Jackson & Perkins almost every day for the past two weeks trying to obtain call tags so that UPS could pick up the pots. UPS will charge me $220 to ship the pots back to Ohio - which is more than the pots cost. My only choice is to throw the pots away.

I would never do business with Jackson & Perkins again.

Sherrie Auhll
[email protected]

Negative rcminnesota
(1 review)
On May 28, 2007, rcminnesota Hutchinson, MN wrote:

I just called Jackson and Perkins to let them know my trees did not make it during the winter and we had a mild winter here.
They told me they only have 60 day warranty on all products.
I was very disappointed as all other nurseries in our area all offer a one year guarantee for all shrubs and trees. Even WalMart has a guarantee.
So needless to say I will no longer order from this company again. One strike and you are out in my book.
I have ordered many products from this business and have been generally satisfied until now.
As a master gardener and member of the garden writers associaton I will be spreading the word on this poor service.
I also write for newspapers and the Arboretum magazine.
I would suggest if you are ordering any type of trees or bushes or even roses for that fact. Make sure you know that after 60 days you get no warranty on a product that does not perform for you after that time has expired.


On May 28, 2007, Jackson & Perkins responded with:

"


On May 30, 2007 5:50 PM, Jackson & Perkins added:

We are sorry to learn that your roses failed to repeat last year’s performance. Occasionally, plants that have flourished previously are damaged during the winter, in spite of reasonable protective measures. We share your disappointment, but count on your understanding that our guarantee has expired."


Negative thesplitter
(1 review)
On Apr 20, 2007, thesplitter Penns Grove, NJ wrote:

I recently found out, from Jackson and Perkins themselves, that they do not stand behind their products when sold at other outlets such as Costco, ect. Even though they carry the Jackson and Perkins name, thats all they carry. Then to top things off, when I attempted to resolve this with them, they sent me the email below which the "customer care" person intended for soemone within their compnay

-----Original Message-----
From: Customer Support(Medford) [mailto:[email protected]]
Sent: Friday, April 20, 2007 2:57 PM
To: XXXXXXXXXXXX
Subject: RE: Jackson & Perkins- customer service-Johnson

I almost feel like doing a gratis but need your opinion?? I am not sure that anyone gives a rip about this disgruntled customer, your thoughts?
thx -

Negative jlayton4075
(1 review)
On Feb 27, 2007, jlayton4075 Calumet, MI (Zone 4b) wrote:

In Jan. 07 I sent in my order with what I thought was full payment. Three weeks later I recieved a bill for $3.04. I called customer service to see why I was being billed when I sent in payment.I was told it was for sales tax. ok fine I understand charging sales tax but here in my michigan we are charged a use tax on our state income taxes to cover sales tax on mail order purchases.So I wanted to know why they collected sales tax here. I was told the person who would need to answer tax questions didnt take phone calls and I would have to submit a request for them to return my call.First off I felt this was really bad service policy and second it has now been two weeks and two more phone calls later and I have still not heard from them.I'm not worried about the $3,in fact I just mailed it to them. My negative rating is for poor customer service.

Negative cricketsese
(3 reviews)
On Jan 23, 2007, cricketsese Mineral, VA wrote:

Last spring I ordered 6 yellow "simplicity" shrub roses from J&P - the only thing that was "simple" was killing them. I planted about 6 others from Chamblee's at the time time, and ALL of them are fine. J&P, as I recall, used to have a really good guarantee, but now it's limited to 90 days, which was just enough time for these shrubs to drop dead - from what, I'll never know. Poor quality, I suspect. From now on, I'm ONLY ordering roses from Chamblee - J&P is just too big and commercial, and can't possibly care as much about plant quality as a smaller specialist.

Negative imapigeon
(6 reviews)
On Jan 15, 2007, imapigeon Gilroy (Sunset Z14), CA (Zone 9a) wrote:

I placed a few orders with J&P, but I stopped about 5 years ago. My last order included a bareroot "chilean mandevilla", which I was very excited about having. When it arrived, I planted it at the appropriate time, and I was delighted to see it take off---until I realized after a few months that it was an ordinary Home Depot variety weedy jasmine that (if I had wanted it) I could have bought for $5 instead of the $15+ shipping that I paid.

When I notified their customer service about the error, they gave me a $5 credit on my next order. Whoop-dee-doo. It took me the next 4 years to eradicate the plant.

In the same order was a blue and white spotted cranesbill, also bare root. When it bloomed, it was also not the one I ordered, and also WAS one I could have bought locally.

Pretty as their catalogs are, I swore I'd never order anything from them again.

Negative timacho
(1 review)
On Aug 28, 2006, timacho New Buffalo, MI wrote:

I ordered 7 simplicity roses..none of them survived! I have 3 iceberg Roses they are ok. This year for a Fathers Day gift, to remeber our daughter, I ordered 5 Beloved Red Roses...I now have 3, and only one looks good. They did give me a refund..but I though they were the best!n Service is good but rpoduct disappoints.

Negative Danilucy
(1 review)
On Aug 16, 2006, Danilucy Northport, AL wrote:

I have had several disappointing experiences with J&P. Customer Service never could correct any of the problems and I finally gave up on them and vowed never to purchase from them again. However, this past Christmas, some friends sent us those delightfully colored and expensive birdhouses, (Turret and Victorian). I was thrilled and I could not wait for spring to put them out in my garden. They looked lovely.....for about 3 months! They are now broken, faded, crumbling and warped. Of course, I have no recourse, they were a gift. I complained to the customer service dept. via e-mail but have not heard anything back from them. Buyers please be aware, J&P claim these birdhouses are intended for outdoor use!!!

Negative jaxcat
(3 reviews)
On Jul 14, 2006, jaxcat Jacksonville, FL wrote:

Ordered an outdoor/garden chair. In its description of the chair online it was stated that it was protected with a polyuthrane finish for outside use.Upon delivery no protecterant finish could be seen. Instructions stated that the paint (no mention of polyuthrane) protected the chair and when not in use the chair needed to stored on a porch or covered area.So here I have a chair for very limited outside use. Called them to complain about the deception. Experienced long waits on hold. Finally told their customer service support wold get back to me and guarantee the protectorant was in the paint! Ha! Never heard a thing!

Negative kods24
(5 reviews)
On Jun 23, 2006, kods24 Mullica Hill, NJ wrote:

Bought Angel Face and Julia Child from a local nursery with this brand. Thought I was paying for the brand and quality , and I paid quite a bit, about 30$ each.

Very dissapointed with the plants. They bloomed for a month now they have every disease and pest you can imagine.

I bought a 7$ rose from wal-mart which is doing much better than these two.

Tried using expensive pesticides, and home made recipies like milk for disease control, but did not help. I am just about to give up on roses now, after this experience. Can't believe how much money I poured into just a couple of blooms with horrifying results.

Negative WigglyPaw
(10 reviews)
On Jun 2, 2006, WigglyPaw Hastings, MI (Zone 5b) wrote:

Last season i was so excited to finally be ordering "good" roses from an established company. I just thought it a bit strange that they would sell all this non plant crap though.
I ordered a Princess Diana. Got her, planted it fine, she bloomed a bit and then died over the winter.

I reread the warranty and it says 60 days. I called the company and told them that the rose died and they said there was nothing they could do, would I like 20% off on another rose? What are they, nuts?

My DH threw their catalog in the garbage, they are just another garbage plant distributor to us now.

sheri

Negative msjam2
(3 reviews)
On May 22, 2006, msjam2 Flower Mound, TX wrote:

On the morning of May 8th, I ordered 8 roses in total from this company, even though their website say they deliver within 7 days, that's a lie! When I placed my order, they informed me that my order will arrive by May 22. I called J&P last Friday and asked for UPS tracking #, they can't provide with one, but they said my order is "en route".
I called their Customer Service this morning and told me the same thing, that I should wait till 7 pm tonight as UPS delivers until 7 pm. UPS didn't come.
I spoke to their "supervisor" who couldn't provide me with the tracking number either, and who couldn't care less, tells me to "just refuse the delivery" if I don't want them anymore.
So, my order hasn't been shipped at all but they'd rather lie around it!
Where's the customer service? Who do they think pays for their salary?
I had high hopes when I placed my order based on the positive reviews here, I should have paid attention on the negative reviews as well!
I wasted two weeks waiting for my roses, I could have my garden done by now.

Negative ggbliss
(1 review)
On May 19, 2006, ggbliss Conway, AR (Zone 7b) wrote:

On May 8, the Monday before Mother's Day, I decided to order flowers from Jackson and Perkins. I was prompted to make that decision was because of an e-mail J&P sent me advertising their Mother's Day products. According to that e-mail, and also when I visited their site, all indications were that there was still time to order by Mother's Day, that orders placed by May 9th and they would be delivered in 2-5 business days and they would get there by Mother's Day via express shipping. I ordered my mother-in-law their deluxe carnations basket for $49.50 and paid about $18 for the express shipping. On Mother's Day, the basket had still not arrived.

Yesterday, May 18th, I called customer service and they said I should have noticed when I placed my order that May 18th was the scheduled delivery date, since they clearly stated it when I placed my order (or was it AFTER I placed my order--I didn't see it). Gosh, how long does standard shipping take if express shipping takes ten days, and what does "express shipping" in 2-5 business days mean anyway? Customer Service took no responsibility for the late delivery; they completely exonerated themselves by the fact that they stated it would be May 18 (ten days--eight business days!) before the expressly shipped item would arrive. They said it was MY responsibility to notice the delivery date and be okay with it. Frankly, I didn't know the actual date of Mother's Day, I just knew it was coming up on Sunday and 2-5 days was plenty of time to get it there. Therefore, no sweat to Jackson and Perkins if I didn't realize that May 18th was unacceptable and cancel my order or whatever I should have done. Calling customer service today just made me even more irritated because they were so unaccommodating and not apologetic at ALL. "Ma'am, we stated the date of delivery when you placed your order."
After I hung up from them, my husband talked to his mother, and she said the flowers finally arrived on May 18 (just like they said--ten days after I ordered them to be express shipped), and they were "all dried out." For $70 I should get more than dried out flowers nearly a week after Mother's Day. Jackson and Perkins didn't think so.

Negative andynnj
(3 reviews)
On Apr 25, 2006, andynnj wrote:

I ordered several annuals and perrenials for the 2005 season. The plants arrived beat up, dried out, tiny, and/or dead! I called and asked for replacements for the dead ones and they sent me plants that looked almost as bad as the first! I just gave up and ordered from another company.

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