Waitrosegarden Reviews 240

So here’s another update. We’re now at 1st June and still no deckchair or any updates. I see that £95 was debited from my credit card when I placed this order on 25th April.
Yesterday I spoke to a very nice man at Waitrose Customer Services (not Waitrose Garden CS as they are clueless and incompetent). He was genuinely shocked about how I’ve been dealt with and is now going to escalate this to a higher level. He’s also taken on board my suggestion that John Lewis and Waitrose read all the dreadful reviews on here.
I think I’ll have to come to terms with the fact that I’ve lost my money and will never receive my order. But I hope people read about my experience on here and the experiences of other customers and take heed. This company’s activities are bordering on fraud!

Order number: WAI-3066542. Just an utterly appalling experience. Got sent 9 plants, which according to their own website, the RHS and everyone else that sells this plant it is in flower from May to July. Delivered 28th of May. 9 plants were brought to the door, no packing at all. Perhaps 5 cm tall in 9cm pots. All were bone dry, 7 had nothing but dead leaves on wilted stalks. One had no leaves at all and one had a couple of very, very sorry leaves. No further growth. 8 out of the nine were fit for nothing. Tried to request a refund for obvious reasons. Got an email back saying they die back over winter and will be okay in Spring. This is in direct contradiction to their own website, the RHS and all other sellers. Also, the others in our garden are already in bloom, so clearly a huge lie. Tried to then cancel a further order marked as "Awaiting processing" because it says on their website next to the order, "Please note that once your order is being processed, we cannot amend it.". The person on the phone said "awaiting processing means it has already been processed so you can't cancel it". It seems they work using 1984 doublespeak. Please, please, please don't make our mistake. Just don't go anywhere near this shower of bandits.

Additional:
Upgraded to 2 stars as they have agreed to refund for intitial order. We still had lots of hassle and they did send out manky plants. No further comment yet on cancelling second order even though we have done so correctly within their own website terms.

I wish I had read the reviews before I ordered. The items arrived after two weeks and much pestering even though the dispatch time was quoted as 3-5 days. The box with the plants in was smashed and the plants were pathetically small. The watering can arrived minus the rose attachment.
This feels ike it has nothing to do with Waitrose or John Lewis. Very poor.

My advice would be go to a garden centre and see what you are buying. I was very disappointed with two plants I ordered, I believed they were small for the price, I would have got better value at the garden centre. I did sent an email about my disappointment, what a waste of time all they did was apologise about how I felt and said at different times of the year plants differ in sizes. 🤔

Plants arrived looking dead and although I tried planting them and looking after them carefully they never improved. Customer Services are useless. I tried complaining and after a few days and a chase up from me they came back asking for my order number which I had already supplied. I supplied the information again and have still not heard anything. Very disappointing and a waste of money.

Ordered a raised bed with support frame from Waitrose Garden online. Product supplied by Garland Products Ltd. Part of the support frame was missing. Contacted Waitrose Garden via email, no response. Telephoned call centre and call handler didn’t know how to resolve the matter. Stated she would speak to manager and call back. No return call as promised. I emailed Waitrose Garden again, no response. Called Waitrose Head Office in Bracknell, UK, spoke to a helpful call handler, who was unable to help as it seems Waitrose Garden is nothing to do with Waitrose! Waitrose Garden call centre is in South Africa. Now looking at how I can get a refund. It seems I’m not able to return the raised bed to a Waitrose store! Do not buy from Waitrose Garden! Also contacted Garland Products Ltd, who stated Waitrose needed to resolve the matter even though it is a product from their company!

I ordered three 'Buddha's Temple' Succulents. I received a Venus Fly trap that was upside down in the box out of the pot having not been secured properly and all bashed up. The phone line is useless a recorded message. Sent two emails to customer services no reply. Will be doing a chargeback with my bank AVOID

I ordered a buddleia. Plant arrived. It was on the small size and didn't look too healthy in general BUT it had blackfly!! How can a nursery send a plant out with blackfly? Have complained and asked for a refund.

Customer service is bad
I phoned twice they couldn’t help me, just said do you need help with anything else.
Terrible experience I’ve gone elsewhere.

I bought 15 Roma Terracotta troughs, described as ‘sturdy’ by Waitrose.
After two years 13 of them fell to pieces. Most broke vertically with the long face separating into 2 pieces. I emailed Waitrose and they said that they are ‘Only guaranteed for a year, sorry. Can I help you with anything else?’
An unacceptable product and very poor customer service.

I tried waitrose garden (Crocus) for the first time as I buy nearly everything from John Lewis and Waitrose, well, it was awful!
Three plants arrived dead, just mouldy tiny shrivelled things, two clematis were alive but small and not worth the money at all. Why Waitrose continue to use Crocus is beyond me.
I complained & am getting my money back but no word of apology just a standard note saying they couldnt fulfil my order!
Really terrible.

Not up to the usual Waitrose standard.

Went for Waitrose expecting quality and good customer service. Ha.
4 plants arrived dead, the rest looked awful. Communication with customer services was a nightmare, lengthy back and forth to resolve the issue. First and last time ordering from here.

It is Crocus not Waitrose. Might I suggest you cut this tie, Waitrose?!

No way to leave reviews on the website.

Should have checked the reviews on here first!

£146.00 paid for the worst plants (most not recognisable as plants) I have ever seen. Waitrose customer service appalling. WARNING DO NOT BUY PLANTS FROM WAITROSE PUT YOUR MONEY DOWN THE DRAIN

Bought some Bergenia plants. Because I was disappointed with them and wanted to returned them for a refund I was told that it would cost me £25 to return the plants to Waitroses. I wish I had bought these plants from Amazon where returns are free. Do NOT buy any plants from these people

Was concerned that plants ordered for my friend’s birthday had not arrived in time as not heard from my friend - who would be sure to message when arrived. Tried to call but got a recorded message that lines are closed as dealing with orders! This was at 12:20 pm. I wonder if they just close the line for lunch but seems quite unprofessional in any case.

Ordered a mix of 8 plants £56, plants arrived some with labels missing, others where no growth was visible. I have gardened for 50 years and fully appreciate "dormant" , quality of plants appalling. I ordered thinking it was Waitrose I was ordering from but it is not it is Crocus. Sent in picture as requested, told that plants are healthy and are just dormant. This should have been made clear when ordering. If Waitrose are putting their name to these products may I suggest they ask crocus to supply plants that live up to the Waitrose standards. Will never order from " Waitrose Garden " again. Very Dissatisfied and sad that I wasted my little win (£50) on a premium bond to be able to purchase these plants. Was told that if they die from natural causes they will replace, I wonder what there definition of natural causes is!!

Ordered a banana plant from Waitrose Garden. The wrong plant arrived. I contacted customer service straight away and they explained without fuss that they would send the correct one. The banana arrived the next day and I was advised I could keep the one sent in error, no need to faff around returning it. They are both beautiful plants and the customer service was exceptional. Issue was rectified incredibly promptly and did not cause me inconvenience. I have previously bought a Japanese Acer from Waitrose Garden and that was also healthy and grew well. I would certainly order from here again.

Very poor response from customer services regarding a plant which had not arrived. Does not put Waitrose ´the brand’ in a favourable light at all. Will not be ordering again.

My goods arrived damaged, now I find that Waitrose garden is not Waitrose; therefore the usual excellent customer care inherent in the Waitrose John Lewis partnership is not available. I have to go through hassle and expense in the hope of getting a refund.

I had ordered a terracotta pot and an orchid before having checked Trustpilot. Obviously, I was quite unhappy after reading the numerous reviews that convey a sub-par experience.

However, my orders reached me without a hitch. The terracotta pot reached me in 2 days and was wrapped securely, with a large "Fragile" label on the box. After 2 working days, the orchid came in a dedicated plant box and all flowers, leaves, pot, and barks are intact.