Gardening Express Avis 1 066

This shabby company sent me a plant that was half-dead on arrival and failed to grow. I followed their refund process to the letter, but the guarantee which they purport to give customers is worthless - as you find out when you try to claim.

Their published T&Cs say that they do not refund outward or return postage costs when someone returns defective goods. That is a breach of the Consumer Rights Act 2015. So is their refusal to provide a cash refund for the defective goods when requested; instead they try to fob you off with a gift voucher. That refusal is also against the same legislation. Those refusals also contradict the final line in their own T&Cs, which says "THE STATUTORY RIGHTS OF THE CUSTOMER ARE NOT AFFECTED OR ALTERED BY THIS GUARANTEE." Meaning that they cannot opt out of the legislation, regardless of what the rest of their T&Cs purport to say. But that's exactly what they do ; they are trading illegally.

They also refuse to provide a contact phone number, instead routing all complaints via a customer "service" centre - whose job is to turn away any claims for cash refunds and postage costs with a stock line saying "we told you we don't do refunds".

They are clearly operating illegally, and I recommend that anyone thinking of buying plants looks elsewhere. Anyone who has been refused a refund should report them to their local Trading Standards team. If you can put up with the admin hassle, also bring a claim against them in the Small Claims Court.

If you like wasting your money buying inferior,weak, ailing puny half dead plants, then having to wait over 2 weeks for delivery of said plants, I purchased 6, then having to wait over 2 weeks for a response to your complaint, and only being told that they needed more photos(i sent numerous) of the disgraceful state of the plants in question. then order on-line with this company. I guess they are only on-line with no telephone numbers because of the number of complaints i imagine they receive! Order number 700898110

Awful experience order took 19 days to get delivered and when it did 3 of the plants were either dead or such awful quality, one just a twig. No response from the company to chase delivery or answer my complaint for the hydrangeas quality. This order was £148!! I have done a visa chargeback for the 3 terrible plants as cant get any help from gardening express

Purchased a few plants and in the main happy. Hower Purchased a Giant circa 4-5ft Fan Palm - Washingtonia Robusta. The description of 4 - 5 ft is stretching things. As it stands including pot it does not reach 4ft and at a push should have been described as Medium circa 3-4ft Fan Palm - Washingtonia Robusta!

Avoid this company like the plague. Gardening express My first order a few months ago was very straightforward. Beautiful healthy plants delived fairly quickly with tracking
On the basis of this purchase I placed another more expensive order
After 3 weeks and no reply to my emails I decided to leave a very negative review. I have also contacted my bank regarding the payment
AVOID absolutely dreadful customer service. There website could not be further from the truth

Ordered a Agave Americana variegata which arrived well packaged and healthy but not to time scale. My issue is it’s not as big as I was expecting it clearly stated that it would be in a 3L container, which it’s not. At best it’s in a 2L container.
This is my second purchase this summer. My first was a Pygmy date palm which I’m very happy with. It arrived well packaged and healthy and was a lot bigger than expected.
Will be cautious on ordering again

Do not order from this company. Lost my money. Never got my order. No reply for my emails. SCAM!!!!!

In August bought a “Fruiting Kumquat Tree” which I understood to mean a Kumquat tree with fruit on it. It arrived well packaged and looked healthy - apart from some chlorosis- but with not a single fruit or flower. No fruits or flowers had been knocked off in transit, as there were none in the packaging/box. I filed a complaint, stating the product did not match its description and submitted it along with a photo.
Gardening Express replied
“Kumquat trees typically produce fruit from late fall through winter, with the harvest season for many varieties lasting from November to April.

While they bloom in late spring to early summer, the fruits develop and ripen over several months.

I hope this helps.”

I replied that the explanation did not help and made no sense. A kumquat tree in our community garden was in fruit at this time. The basic point was that the item I bought had not matched its description.

The result was Gardening Express asking me to submit a photograph and send the tree back in order to get a refund. At this point I will simply keep the tree - originally intended as a gift if it had been in fruit. I can’t see myself buying anything from Garden Express again.

How long does it take to send 3 plants looking at other reviews doubt they'll be any good. Contacted them no response

DO NOT BUY FROM THEM. I cannot believe they are still being allowed to trade . Plants never arrived ignored my e mails. I leaned one lesson though, always read the reviews. If I had I wouldn’t have gone anywhere near them

disgraceful customer service
only one item of my order arrived. the only way to contact GE is through their online contact form. I waited a couple of weeks and when the rest of the order didn't arrive I sent a contact form which was ignored. A week later I sent another and a couple of days later got an email back asking me to photograph the missing plants?! Go figure! After sending multiple emails explaining the situation, I am now simply ignored. Contacting my bank to get my money back.

I have used this company for some time and most of the plants I bought were fine. A recent order however was missing the most expensive item and the rest were not in good condition. I filled in their form and then sent photos as requested (not sure why they needed this as I was reporting a missing item which obviously cannot be photographed). Since then nothing. With no phone number and no response to emails this is totally unacceptable customer service. I will not purchase from them again

I received half of plants dying. They do not respond to emails , no telephone number , need to go through the bank now....

I ordered a fig tree from Gardening Express on 29 August. According to the tracking information, DHL was supposed to collect and deliver it on 10 September, but the status has been stuck on "delayed" ever since. DHL’s website says to contact the sender which I’ve done twice via email and received no response.
Gardening Express provides no phone number, and their customer service is completely unresponsive. I’ve been left in the dark with no idea when or if my order will arrive. This is unacceptable for any retailer, especially one selling live plants.
I will not be ordering from Gardening Express again and strongly advise others to avoid them unless they drastically improve their communication and delivery reliability.

Awful company! Only 1 of 3 plants arrived and the rest was damaged in transit. I asked for a refund and no one replies and they didn’t process a refund either, it was almost 3 weeks since the delivery and I had to report the transaction to my bank to get a refund of almost £80. Very sketchy and unprofessional company.

I placed an order for £131 on 2/9 haven’t received any correspondence haven’t received order and have tried to get a refund and still ongoing. Terrible customer services. Unfortunately I didn’t see these reviews in time. All I can think of now from the lack of any context is that they are committing fraud.

I ordered two Clematis on 05 July 2025, order number 700830961. Delivery was due in 3-5 days, but took 18 days, hardly express. The pick list is dated 5 July 2025.
The parcel was finally delivered yesterday on 23 July, in full view left by the side door & not in a safe place with the neighbours.
The plants look awful, dried-up, brown leaves, manky & not something that you would be happy to put against your company name.
One of the clematis does not have a label on the pot, so we do not know if we have the correct plant. The other is labelled Clematis Crystal Fountain.
Please send us two replacements as this is clearly not acceptable. I sent photos to Gardening Express, then eventually they asked for more photos. Never had a response. WOULD NEVER USE THIS COMPANY AGAIN, NO PHONE NUMBER TO CONTACT THEM, NO BETTER THAN SCAMMERS.

After a two week wait, the plant arrived in an undamaged box. Inside it was so dry it ad shriveled and the leaves and stems gone brittle.

I tried to contact you, but got an email saying a wait of at least 4 days for a reply!!! Still heard nothing.

Waste of money and awful/non existent customer service

very poor communication, messaged numerous times about order, never got back to me and also took a week to dispatch my order ‘won’t be ordering again’

Awful company . Received half dead undersized bamboo plant from them.

They just kept making excuses . Refusing to rectify the problem. Totally ignoring my statutory rights .

Dreadful non existent customer service . Levi the contact person was very belligerent and unhelpful.

Obviously they are only interested in taking your money and abusing your rights .

Never buy anything from them if your wise !