I ordered a "Tomato Giant" package April 14th, on-line. It took Gardener's Choice 3 weeks to actually get to my 'order' and debit my account. The only 'attention' from this company was a computerized, auto-generated e-mail response (the day of order), and a generic, anonymous "your order is delayed" post card—the day before my order arrived. They do not answer e-mails or telephone calls.
After 3 weeks went by with no order status (e-mail shipping notification or receipt), I tried calling their customer service lines, but could never get through. The line stayed busy. I sent an e-mail requesting order status, but it went unanswered. After 4 weeks with no response, I sent another e-mail, this time as a complaint. It also was ignored. The only way I knew my order was 'still alive' or active, was by checking with my Bank.
I noticed the debit from the company on my Bank statement, a little over 3 weeks after placing the order on-line. The order was supposed to be shipped within 2-4 business days, from the on-line order-placement date. I figured $11.90 S&H would expedite my order and it would be here in a few days, to two weeks, at most. I made the order thinking it would make an interesting Mother's Day gift. That holiday came and went before I actually received my order. 2 days before Mother's Day, I kept calling and finally got 'through', but the "Customer Service / Order-line" is one of those irritating computerized systems designed to hang up on callers after it is 'connected'. The system tells you that your order will be shipped when it is seasonally-appropriate, thanks you for your call, and hangs up. Their website tells you to "have your order number and address/phone info handy to identify your query with the Customer Service rep". Why would one need this info if their system is designed to hang up on the callers without allowing them to voice concerns or pose questions? Their website also tells you that an e-mail will be answered within 2-3 business days.
I received my "order" May 16th; a day after I received a postcard from Brian Paxxon, Head of Customer Service, telling me that my order was delayed, due to 'overwhelming demand'.
The "order" was not what I expected. I received a seed starter 'kit' with 2 packages of seed. There were exactly 22 seeds in each packet, 6 tiny 1.5" plastic pots, and a block of coconut peat that had to be moisturized / reconstituted. I have to germinate the "plants" now, to get my "order" in the ground.
Their ads on TV, and in their nice-looking website, are misleading and false.
Http://www.tomatogiant.com / states the words;
"Plants", "Easy planting", "We ship PRE-TREATED, PRE-SOWN, PRE-FED nurseryman's starter pots. Guaranteed to grow or your money back—ACT NOW!"
Doesn't that lead someone to assume that live-plants are being shipped? Especially when they want to 'wait' until it is "seasonally-appropriate" to ship 'them'? Nowhere in their advertising does it state that they are actually shipping seeds, with a seed starter 'kit'. I have NEVER paid SO MUCH for 2 packages of seeds! Why did I have to "wait until the season was appropriate" to receive SEED? Seed can sit on a shelf until you want to germinate them in a windowsill or hotbed. They DEFINITLY do NOT depend upon any SEASON to ship!
I order PLANTS from nurseries all the time. Some ship in similar, seasonally-appropriate fashion, but mostly I receive what I want, when I order it. It has been a long time since I have been ripped-off by a nursery, and I do feel ripped-off by this particular nursery. This experience reminds me of the "Seahorse" Comic book ads of the 1970's, where freeze-dried kits were sent when 'live animals' was expected. Guess Northern companies are allowed to 'fudge' advertising. I live in the South and expect people to keep their word and live up to what they advertise. Above all else, I expect companies to VALUE Customer Service. I didn't get that from this nursery.
I will never order anything from Gardener's Choice again, and I hope others see this, and choose not to as well.
Gerry
Commerce, Georgia
U.S.A.
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