Waitrosegarden Reviews 240

Just received a plant delivery from Waitrose Garden and I'm genuinely insulted. I paid £8 each for a primrose plant and a herb and what has arrived is literally 2 broken leaves. If I saw this in a garden centre I wouldn't even pay £1. My Venus flytrap was crushed and broken. I can't see how to leave a review on their website so I'm leaving one here. I am completely shocked at the quality of the product Vs what was advertised and have truly learned my lesson to only buy plants in person in the future.

One of the five plants I ordered was significantly damaged when it arrived so I contacted Waitrose garden to ask for a refund/replacement of that plant. I sent photos as they requested and was informed that further photos were needed in order for their ‘plant experts’ to review further. I was informed they would give me a ‘good will’ gesture of refunding 50% of the cost of the plant which was totally unsatisfactory. The whole tone of the customer service response was disbelieving and patronising with the insistence that their plant experts needed to review further. It was quite obviously damaged and didn’t need an expert to confirm this.

Really surprised that Waitrose would offer this level of service. I would definitely not use this service and will be going elsewhere in future.

Cowboy crocus riding on back of good reputation of waitrose/John Lewis partnership, dishonest with very poor customer service and substandard products. I ordered one shrub and two plants from them, it took them five weeks to deliver them, they were not representation of pictures on their website, tiny little underdeveloped plants (a very clear breach of trade description act). We put down my wife’s partnership discount code, they ignored it and when I queried it by email got a reply that all discounts are suspended due to Corona virus! Told them that there no notification of that on their website and asked them to cancel my order, got an apology email saying that that was an error their part, clearly partnership should disassociate themselves with this cowboy!

My elderly mum ordered a large orchid for my 50th birthday mid-March (£60). She was heartbroken that the pot was completely shattered when it arrived, she had to repot the plants into small pots, (whatever we had to hand), which was a shame as the present should’ve been a beautiful centrepiece for a big occasion. We wrote to Waitrose and sent photographs to verify the issue but have yet to receive a response, it’s now the end of May.
I would not recommend this service.

I placed an order on 25th April the plants finally arrived on May 29th they are week and one plant is damaged. I have to upload a photograph and wait for a reply more effort than is necessary . The plants were expensive and I am dissatisfied and disappointed by the whole experience .

I am totally disgusted with Waitrose Gardens the herb plants they sent me were dreadful. I would never have chosen the plants if I was walking around a garden centre, the were in a very poor state and, in my opinion very expensive for the size. One of my two poppy plants was completely trashed, I doubt if it will grow and as for my lupin, it will take all summer before I get a reasonable size plant, again very expensive for the price. I will never use them again and would suggest based on my experience you don't either. I know they are under stress but they are not managing people's expectations.

Ordered 2 large terracotta pots. Delivered separately which l was not expecting. The Yorkshire long pot arrived today, when l looked inside it was broken into several pieces. It is a very large heavy pot and would have taken quite some doing to do this level of damage. I now have to get them to pick it up and replace. I am hoping they will behave well over this. I will write another review with an update

Ordered 6 bags of Strulch - 5 arrived. Was assured delivery of the missing bag would be made the following day. 5 days later - nothing and no response to my emails. Phone call assurance came to nothing. Will never use this service again and will advise my gardening clients of my poor experience.

Waitrose really let me down, I ordered a birthday gift wrapped plant to a friend with personalised message, paying extra for this service.....I won't use again; they delivered the plant with someone else's birthday message so my friend didn't know who had sent her a gift and it also wasn't gift wrap all which I had paid extra for it to be. When I asked Waitrose to collect the plant and start again and deliver my order again, with the correct birthday message and gift wrapped they refused. They requested photos and basically told me I was a liar as I couldn't prove it wasn't gift wrapped...eventually offering "in good faith"!!! to refund the gift wrap charge; to say that to me after everything was so condescending!!!.....after two emails and 2 phone calls totally waste of time, won't be using again.......terrible service from beginning to end.

I was understandably a bit wary about what was going to arrive after I read all of the bad reviews on here, and toyed with cancelling, but as the plants I'd ordered were reduced by 60%, I just thought that I'd be happy with whatever arrived as long as it was vaguely alive. Well, I'm extremely glad I didn't cancel – my bargainous Hellebores all arrived quickly and well packaged in recyclable cardboard and I appear to have three very healthy, sturdy looking plants! Absolutely no complaints about Waitrose Garden from this happy customer. Am slightly baffled too by all the people saying "This isn't Waitrose, it's Crocus" as if you go and look at the Crocus reviews, they're overwhelmingly positive... Very odd. Anyway, I shall definitely be back.

I wish I read these reviews in advance. Dreadful customer service which has limited operating hours. Failed to deliver plants but won't give me my money back until they get them from the courier even though they acknowledge I don't have them and its been a week since I was expecting delivery.

Absolutely awful customer service I, like others here, expected the same level of service as Waitrose and JL - wrong!
Amateurs. Product was cheap and nasty, price tag wasn’t. If you wish to return an item bearing in mind these are likely to be heavy garden objects, you have to pay to return -read the terms they cried! No store drop off provided. They use the Waitrose name but go by some outfit called crocus- AVOID

I assumed the service at Waitrose Garden would be of the same high standard as at John Lewis and Waitrose but it is absolutely not. I ordered from them four times and had two separate problems. In each case I had to fight to get a refund on items that were not as described. In the second case (an £18 orchid that arrived with only two flowers on it), I asked to return the item, was refused, escalated the issue to a manager - who sent me a condescending and hostile email telling me that I was actually lucky to receive this orchid as the buds would open (they didn’t) and advising me not to shop with Waitrose Garden again! I’d already made that decision anyway. John Lewis, please get this rogue brand in order.

‘Available to order from late autumn ‘. I phoned up in mid November to ask what this means - has it passed or is late autumn yet to come? None of the people I spoke to know and one tried to explain to me what ‘available’ means!! Customer service people told me no-one knows - um!

Having ordered a cold frame and numerous bulbs in the third week of October, I had to chase my delivery after 2 weeks. It would appear that 3 types of bulbs were out of stock. As it was quite late in the season I am fairly certain that the out of stock bulbs were never going to be re-stocked but rather than offering me a refund straight off in order to quickly fulfil the rest of the delivery, they only offered me a refund for the out of stock bulbs only on being chased and then agreed to dispatch the rest of the delivery. Nearly 3 weeks after the original order was placed the delivery turned up (left on our doorstep by the courier with no thought apparently given to the fact it could be stolen) and five of the eight packets of bulbs had sprouted, they have obviously been badly stored. Customer services response has been to offer a £5 refund and advise me to plant out asap which had been my intention on placing the original order but the delay in delivery means I can't now do so. None of this is the service I would expect from my favourite brand- I suggest JLP reviews their Service level agreement with the subcontractor they use for this part of their business before more damage is done to their brand.

What a shame. We are faithful Waitrose customers, buying all our groceries there, so didn't even question that there would be any doubt about what we would get. I ordered a Dypsis lutescens type of House Palm. It stated that it was 1.4 meters high. In reality 1 of the 30 stems was 1.4 meters high. Very disappointing. Thought that its list price was £150 with £30 discount it would be what it stated. Very disappointed indeed !!!, particularly as this is for a rental property and appearances are very important. I would like a a replacement for what I ordered.

I should have read the reviews here. Ordered for named day delivery on a Saturday. Plants never arrived nor the courier ever made contact to explain the delay/failure to deliver. Contacted the CS on email to ask for a cancellation and refund of the order due to failure to deliver, never replied to my emails. Called to the CS number and they said they will only refund once the courier sends back the parcel. Since I have no idea who is the courier nor how to contact them I'm stuck awaiting a refund... Disgraceful for a service from a John Lewis group.

This was my first time ordering with waitrose garden. Purchased quite a few plants and supplies for the garden, as I was looking for particular varieties and the range offered is really good. They also had an offer on so got everything a bit cheaper. Paid extra for named day delivery and plants arrived on the Saturday just as expected. Exceptionally well packaged and everything was there. Plants were not in flower due to the time of year, but all looked healthy and in good condition. Absolutely nothing bad to say and wouldn't hesitate to order from them again.

This is not waitrose, it is a con. All branding waitrose but as soon as you speak to someone it is not. Crocus the company, appalling returning goods costs more than the goods, they insist it comes back in original packaging. Goods the size of hand in a box up to my knee..... Do not shop here

I have been using Waitrose garden now for at least 6to 7months now ,and have found all but one item really good I had one problem with clematis and was given part refund and am pleased to say the clamatis ithink is surviving I've ordered honeysuckle,penstomen, lavender &other clamatis beautiful plants,the telephone sales are all very helpful my only bit of annoyance is if you order over the phone the delivery company do not contact you with update on delivery or tracking which is not very helpful will continue to use Waitrose. as I find they are very professional !!💐