On the 20-Jul I contacted GardenSite for a part for my failed 'water pump' , a Titan 3000 (no longer available). I not only spoke to someone who was fully conversant with the product but spent some t... See more
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Needed another shed and found this site offered a great selection at good prices. I thought about a metal one but finally settled on a traditonal wooden design after being advised by Gaby (I think tha... See more
Bought Juliana Greenhouse that fell in to pieces after a storm. Installed by a recommended installer from Juliana. Glass panes flying around the garden and one crashing against the house (they ar... See more
Company replied
After storm Isha broke my greenhouse glass, I ordered 2 toughened glass panes from GardenSite. Great value, beating numerous other sites, and even better speedy delivery. Superb packing, expertly don... See more
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Company details
- Garden centre
- Fence Supply Shop
- Garden building supplier
- Garden Furniture Shop
- Barbecue Shop
- Pond Supply Shop
Written by the company
GardenSite have over 12,000 home and garden products available to buy online with direct home delivery right to your door. Our family business has been trading online since 1999 and over this time we have built up thousands of genuine trusted 5-star reviews from satisfied customers, this means when shopping with us you will have the confidence in knowing you'll receive the high level of service that's deserved when shopping online. Low prices, price match promise, massive savings on top brands and special discounts are just a few of the advantages of shopping with us.
Contact info
211 - 213 Chester Road, West Midlands, B73 5BD, Birmingham, United Kingdom
- 0121 355 7701
- customercare@gardensite.co.uk
- www.gardensite.co.uk
4.2
Great
4k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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Very good value and pleased to have…
Very good value and pleased to have used this company.
1 September 2021
Reply from GardenSite
Dear Julie,
Thank you very much for your excellent 5-star review!
We are glad to hear that you are pleased with the serivce received and value of your order.
At GardenSite we work to provide the best prices we can for our customers and we are pleased that we could reflect this with your order.
Thanks again for your custom and we hope you enjoy using your new product.
Kind regards,
Customer Care Team / GardenSite.co.uk
Will not buy from Garden site again
Delivery company used is just dreadful. Ordered garden furniture on 25th April finally received in August after a lot of emails. The delivery company had incorrect phone number for their first attempt, but correct three numbers for their following three attempts. We received NO phone calls, there is someone at the property at all times! When they eventually delivered it was on the day before they said they would, at six in the evening. Quality of the furniture is not brilliant, table is NOT square as advertised, it is rectangle and is warped. Bolts used are too long so look untidy. It is advertised as being hand made, but screws have been over screwed into wood by a machine causing splintered wood! Needed a fair bit of sanding down around the edges. Very disappointed as by the time we received the set we could have bought it a lot cheaper! You know when you reach the point that you can't even be bothered to complain......
Trustpilot invited an update...
4/9/21 Update
A quick response.
a. The delivery company had the correct telephone numbers on 30th june.
b. In an email from you I was advised that two failed deliver attempts had been made. We were working from home the whole time, we also had a carpenter working on the outside of the house. We received no missed calls or communication of any kind from the delivery company.
C. AT NO POINT SINCE BUYING FROM YOU DID WE RECEIVE A CALL FROM THE DELIVERY COMPANY
To blame the entire delivery saga on the incorrect number is, I feel, a little unfair.
I will email your customer services the pictures of the furniture and provide a further update.
22 August 2021
Unprompted review
Reply from GardenSite
Dear Sarah,
Thank you for your review and I am very sorry to read your negative feelings towards your experience with GardenSite.
We do apologise for the delay in getting your Churnet Valley Ergo 4 Seater Set to you, however, as you have stated, the delivery team could not get in contact with you on the landline number provided on the order. As this was the only number given, we had to contact you via email to ask for an alternative number and this delay meant that, inevitably, the delivery date had to be pushed back. Should the team have been able to speak with you when they had originally planned, your items would have been delivered within the advertised lead time of 30 working days.
As for your comments regarding the poor quality of the furniture, we have not received any communication from you regarding this. We understand that, sometimes, items are delivered damaged or with parts missing and, as such, we kindly ask that you send us an email detailing all of your concerns with any relevant photos attached for our reference. We can then look into progressing this matter further in an effort to resolve your complaint. Please email us on customercare@gardensite.co.uk and a member of our team will get back to you as soon as possible.
Thank you and we look forward to hearing from you.
Kind regards,
Customer Care Team / GardenSite.co.uk
Grange Flower Circle
I ordered the product one day and although I ordered separate parts on a different order I was contacted by the company to coordinate the items being delivered together. My delivery arrived two days after and was all packaged very well with no damage. All item and parts were there in the package down to the last screw.
The product was of high quality and easy to assemble on my own.
16 August 2021
Unprompted review
Reply from GardenSite
Dear Consumer,
Thank you very much for your excellent 5-star review!
We are glad to hear that your order was delivered so swiftly and that our Customer Care team were proactive in contacting you to ensure that all of the items could be delivered together in one single transaction.
Our Freestanding Flower Circles are always a popular choice and we are grateful for the photos you sent in showing it standing proud in your garden!
Thanks again for your custom and we hope you enjoy using your new product.
Kind regards,
Customer Care Team / GardenSite.co.uk
Do not pay in advance. Be warned.
I not so recently placed and paid for a garden shed including erection for my caravan. I was assured that it would be supplied and erected within four weeks. Today’s some nine weeks later I am still awaiting delivery. I had no communication after my payment had been taken and it was up to me to contact this supplier who assure me they would call the next working day with details of delivery and erection date, a further two weeks down the line so thirteen weeks after they took my payment. Don’t fall for this. Offer 25% deposit with the balance on delivery or following satisfactory erection. I’ll know better if there is ever a next time.
11 August 2021
Unprompted review
Reply from GardenSite
Dear Peter,
Thank you for taking the time to leave a review and I am sorry to see that it is only 2 stars.
We do apologise that your order is still outstanding. For a wide range of our items that require installation, we have recently seen lead times encounter extensions due to the level of demand our installation teams are currently experiencing.
I can see that the warehouse has today advised that their installer is currently on annual leave this week but they have been requested to contact you on their return to schedule your order. Our Customer Care team is working promptly to get your order to you.
Should you require any further assistance, please email us at customercare@gardensite.co.uk.
Kind regards,
Customer Care Team
SMALL POTTING SHED WITH GLAZED FRONT AND SIDES. …
I ordered small potting shed- with front windows and shelves included. Delighted with service from both gardensite and especially POWERSHEDS WHO DEALT WITH A PROBLEM IMMEDIATELLY. CUSTOMER SERVICE FROM POWERSHEDS IS EXCELLENT.
Also ordered a small stone bench. Delivered from supplier. Excellent. Dead chuffed.
9 August 2021
Unprompted review
Reply from GardenSite
Dear Janet,
Thank you for your glowing review.
We are over the moon to hear that your first experience with us lead to you placing a further order in the near future - this is great!
The level of customer service that we provide is something that we take very seriously and endeavour to continually improve and so we really appreciate your very kind comments regarding this. We apologise for the small issue you experienced but are pleased to hear that this was immediately dealt with and resolved to your satisfaction.
Thank you again for taking the time to share your positive experience with GardenSite.co.uk - we hope you have a lovely summer enjoying your new garden products.
All the best,
Customer Care Team / GardenSite.co.uk
Wonderful experience
Having purchased nine Haddonstone planters for my front garden, in Bath colour, I can warmly recommend GardenSite. All planters are of an excellent fine quality, arrived carefully packaged, and all were delivered in situ. I received many compliments for the stone planters. I am very grateful for having discovered GardenSite.
2 August 2021
Reply from GardenSite
Dear Anca,
Thank you for your wonderful review!
Our Haddonstone products are definitely a customer favourite - not only are they made from the highest quality cast stone but they are also hand-crafted right here in Northamptonshire, England which sets them apart from many other ranges which are imported in bulk from overseas locations.
We are so pleased to hear that you are happy with your planters and that you have received multiple compliments (not that we are surprised!) - we are sure that they will last you for many, many years to come and we wish you lots of success in growing your chosen bulbs.
All the best,
Customer Care Team / GardenSite.co.uk
Rubbish
Rubbish. Ordered in February and told 15 weeks maximum. Ever since we have had a string of excuses blaming everything from Brexit to shipping delays and COVID. All the time they have held onto £1000 of our money and still no firm delivery date. The summer will be over and no greenhouse.
2 August 2021
Reply from GardenSite
Dear Barry,
Thank you for your review.
I am sorry to hear that you have been waiting longer than anticipated for your Qube greenhouse - may we take this opportunity to sincerely apologise again for the delay in the delivery of your product. We completely understand your frustration and thank you very much for your continued patience.
The lead times advertised on our website are our best estimates which are given in good faith, however we never promise or guarantee exact delivery dates as we understand that these can change due to factors which are out of our control.
Regrettably, our manufacturer has been experiencing issues sourcing the necessary parts for this particular model, specifically the frame which is exclusive to the Qube range. On top of this, the transport team have been faced with delays at the ports overseas due to both Brexit and Covid meaning that shipment is also taking much longer than usual. Unfortunately, we have been tackling these issues for over a year now due to the current pandemic which is the reality of the situation - I can only apologise that you feel that this is instead merely a 'string of excuses'. I can see a member of our Customer Care team explained this in more detail in an email correspondence with you a few months ago which I hope helped.
We have been working tirelessly to try to overcome these unprecedented issues and the associated consequences however, unfortunately, our hands are tied as is the same with all other companies that distribute this product.
I can see that the latest update on your order is that it is estimated to be with you by mid-September.
We apologise again for the inconvenience and kindly remind you that you are fully entitled to cancel your order for a full refund at any point up to dispatch, should you wish.
If you would like to further discuss your order, please do not hesitate to contact us via phone (0121 355 7701) or email (customercare@gardensite.co.uk).
Kind regards,
Customer Care Team / GardenSite.co.uk
Reply from GardenSite
Dear Victoria Franklin,
Thank you for your fantastic review.
We're so happy to hear that your experience has been a smooth one and we are over the moon with your comments regarding the level of customer service you received. We take a lot of pride in how we communicate with our customers and we believe that this is what sets us apart from other competitor companies.
Thank you again for your custom - we do hope that your Lotus Fibreglass Pond continues to bring you joy for many seasons to come.
Kind regards,
Customer Care Team / GardenSite.co.uk
Once washed they look as good as new
2 August 2021
Reply from GardenSite
Dear Raymond,
Thank you for your 5-star review - we really appreciate you taking the time to let us know that you're happy with your purchase!
All the best,
Customer Care Team / GardenSite.co.uk
Very poor quality panels
2 August 2021
Reply from GardenSite
Dear K and G,
Thank you for your review.
Having taken a look at your order and reading through your email communications with our Customer Care Team, I cannot see that you have written to us reporting any concerns regarding the quality of the fence panels, only to inform us that you were dissatisfied that they did not match your existing panels (which I understand you said you had delivered over a year earlier). I have looked for this original order but cannot locate it under your name, postcode or email address so can only assume this was placed through a different retailer? Despite this, we do reserve the right to change the specification of our products at any time and all changes of this nature are noted online on the relevant product pages.
As a result of your complaint, I can see that we offered to collect the panels for free in exchange for a full refund, which you declined.
Should your complaint have concerned the quality of the materials, we would, of course, have offered to replace the panels for you. However, as previously stated, I cannot see any communication from you regarding quality concerns hence why this option was not presented to you at the time.
Given the above, should you wish to contact us to further discuss this, please email our team on customercare@gardensite.co.uk.
Kind regards,
Customer Care Team / GardenSite.co.uk
Great deck kit
Great price for a decking kit. It arrived as expected and was missing a plank. Customer service arranged a replacement with just a quick call. Excellent.
The completed deck looks fabulous and I recommend wholeheartedly.
2 August 2021
Reply from GardenSite
Dear Peter Conium,
Thank you for your 5-star review, it is much appreciated!
We do apologise that your Forest 8 x 8 ft Patio Deck Kit was delivered with a missing part - I understand that this has now been sent out to you on a first-class postage service.
We are glad to hear that the Kit is now fully assembled and situated in your garden and hope that it serves you well for many years to come.
Kind regards,
Customer Care Team / GardenSite.co.uk
I ordered a garden bench and table
I ordered a garden bench and table. Product arriced in a flatpack but wothout the nuts and bolts for the bench. I had to chase them up.
Otherwise the products were ok
2 August 2021
Reply from GardenSite
Dear Pierre Thomas,
Thank you for your review.
I am sorry to learn that your order arrived without the necessary Fixing Kit - this is disheartening to hear and certainly not the GardenSite experience we strive for.
I can see that this item has now been successfully delivered and hope that you have now managed to complete the assembly of your products.
We wish you all the best using your new outdoor furniture.
Should you require any further assistance, please do not hesitate to contact us at customercare@gardensite.co.uk.
Kind regards,
Customer Care Team / GardenSite.co.uk
Poor quality product
It is a shame I have to write such a poor review, as the Customer Service has been good, but the quality of the Forest Oakley 8 x 6 Summerhouse I purchased from this site has really let the Company down. The doors were very warped when we erected the Summerhouse soon after delivery and some of the slats of wood in the sides have gaping holes where there is not enough overlap. We were told we had not added a piece of wood behind one of the doors which would help with warping, but this was impossible as the doors were so out of shape to start with.
We were told that the company cannot guarantee against warping, and I would expect some due to the nature of the product, but this really is due to poor manufacture. We also had to buy more felt for the roof as there was not enough supplied to make it weatherproof.
Due to the response received, it is not worth taking this further with the Company, but I wanted to write a review so others are aware of the poor quality of this Forest Oakley Summerhouse.
UPDATE: Customer Service responded quickly and have rectified the doors with replacements which are much better quality so cannot fault the company, but maybe we didn’t receive the best of Forest’s products quality-wise???
27 July 2021
Unprompted review
Reply from GardenSite
Dear Suzanne,
Thank you for your review - I am sorry to see that it is only 1 star however we do appreciate your feedback which will be passed over to the relevant persons both here at GardenSite and Forest Garden.
I am glad to hear that you were happy with the level of service received from our Customer Care Team, however, we do not wish for any of our customers to feel that their complaint was not fully resolved and, as such, I would like to take the opportunity to re-open this case in an effort to reach a more satisfactory conclusion.
I have sent you an email regarding potential ways to move forwards - please let me know your thoughts. I look forward to hearing from you.
Kind regards,
Customer Care Team / GardenSite.co.uk
I would not purchase anything form this…
I would not purchase anything form this site
There appears to be a reoccurring theme -
Order was 'lost'
Like other customers here, I ordered a greenhouse and picnic table, I called after the advertised lead time for an update to be told the order was lost (oddly like many other reviews) . They pointed the finger at their supplier. The only alternative they offered was to effectively reprocess the sale and supply at Christmas....... when a greenhouse and external seating is going to be real handy.....
There is something fundamentally wrong with this company's business practises ?
You have been warned !
27 July 2021
Unprompted review
Reply from GardenSite
Dear D ee,
Thank you for your review.
I am sorry to read your comments - I have taken a look at your order and can see that you were indeed one of the customers who was affected by the unprecedented system error we experienced earlier this year which, regrettably, resulted in a small number of orders being 'lost'. To explain, the majority of orders that we receive have to be officially sent by email to the relevant suppliers in order for them to process them accordingly. We send hundreds of these emails every day and, up until this point, have never had any issues. However, unfortunately, for a short period of time, these emails were not being received by one of our suppliers. After investigation, it came to light that their orders inbox was full which meant that the emails were being rejected, unbeknownst to us.
This was a very frustrating situation both for us as the retailer and, of course, even more so for yourself as the customer. We felt it best to be honest about the situation and explain what had happened in full in an effort to keep communication clear and sincere. This was a genuine error which we profusely apologise for.
I can see that your order has since been cancelled and you have been refunded in full. However, should you wish to contact us further, please email our Customer Care Team at customercare@gardensite.co.uk who would be more than happy to speak with you regarding this matter.
Kind regards,
Customer Care Team / GardenSite.co.uk
What a great Company
Ordered an item from GardenSite pm on 21st July. It arrived am on 22nd July. Couldn't believe the speed of service and delivery. Highly recommended. Will definitely use again should the need arise.
22 July 2021
Unprompted review
Reply from GardenSite
Dear John Manser,
Thank you for your glowing review.
I can see that your Vivid Arts Peregrine Falcon Ornament was dispatched on the same day that the order was placed, and delivered the following morning.
These items are sorted by our in-house dispatch team who work tirelessly to offer an efficient and reliable delivery service and I am over the moon to see that this was demonstrated in your case.
We hope that you enjoy your new ornament and thank you for your custom.
Kind regards,
Customer Care Team / GardenSite.co.uk
Do not use
Do not use, poor quality product met with crazy terms and conditions that flout all UK selling regulations.
Purchased a pent shed from this company that when delivered was damaged, nail protruding through sideways out of multiple panels that cut my hand on attempted assembly. The nails sticking out prevented the shed from being able to be assembled and as per UK Law I have not attempted to alter this as I would be then classed as accepting the item.
No Assembly instructions supplied and when I have contacted the company for a refund I have been told that this is a bespoke item and is not possible that there will also be a surcharge of over £200.
Totally unacceptable and unwilling to take account for poor quality products supplied.
Now being threatened with court after raising a complaint with paypal. Does this company not have any integrity?
20 July 2021
Unprompted review
Reply from GardenSite
Dear Ian Hibbert,
Thank you for your review - I am sorry to read about your experience and subsequent 1-star rating.
I feel it necessary to begin by addressing your first point which claims that we operate outside of UK selling laws and regulations - GardenSite is an independent, family-run business that has been trading online for over 60 years and, over this time, we have created and maintained many professional working relationships with both suppliers and clients. I can state with all certainty that we would not have been able to continue to successfully operate for so many years should we not consistently abide by these laws. Therefore, may I take this opportunity to clearly state that we dispute your comment regarding this.
Having said this, we understand that, on occasions, customer expectations are not met due to orders being delivered incorrectly or with damaged or defective parts. This is an unfortunate reality however our Customer Care Team will always look to resolve these issues quickly and effectively. Bespoke items are subject to different contracts than other, standard 'off-the-shelf' products and this means that our returns policy is slightly different for these types of orders. I can see that this was explained to you extensively by our Customer Care team on several occasions however I can see that we did agree to facilitate your request (outside of your contract) in an effort to conclude the complaint to your satisfaction. I can confirm that your full refund has been processed as a result.
We do apologise for any inconvenience and hope that this reply helps to further clarify our position on the matter. I understand that this case has now been closed however should you wish to further discuss this matter, please email us at customercare@gardensite.co.uk.
Kind regards,
Customer Care Team / GardenSite.co.uk
Best Customer Service!
We bought a lovely duck water feature from GardenSite. When the transformer stopped working I got in touch and asked how I should go about ordering a new one. They said they would look into it, and within a few days a new one had been sent to us free of charge!! Fantastic customer service. Very impressed and will definitely use them again.
18 July 2021
Unprompted review
Reply from GardenSite
Dear Sally Edwards,
We are delighted to read about your positive experience with GardenSite. We pride ourselves on our 5-star customer service and we are over the moon that your communications with our Customer Care team reflected this.
We do sincerely hope that you enjoy your water feature for many seasons to come!
Should you need any further assistance, please do not hesitate to get in touch.
Kind regards,
Customer Care Team / GardenSite.co.uk
Wonderfully quick delivery and the…
Wonderfully quick delivery and the flower circle arbour looks gorgeous in our little garden.
15 July 2021
Unprompted review
Reply from GardenSite
Dear Kristen Hendrick,
Thank you for your excellent review.
The Freestanding Flower Circles are one of our most popular products due to their eye-catching and unique shape which creates a fantastic illusion in any garden. As such, they have attracted a lot of attention over the years and were even featured on the national television show 'Gardeners' World'.
Each Circle is packaged and dispatched directly from our Head Office in Birmingham, so we are really pleased to hear your positive comments towards this service and we will ensure that your feedback is passed over to the relevant people in that department.
We are sure that it looks fabulous in your garden and we thank you again for your custom.
Kind regards,
Customer Care Team / GardenSite.co.uk
Lovely statue
Lovely statue , delivered within time prediction ….. delivery was above and beyond
10 July 2021
Unprompted review
Reply from GardenSite
Dear Irene,
What a fantastic review - this is great to hear especially given the fact that deliveries have become much more impersonal due to social distancing rules related to the current pandemic.
We are sure that your Sleeping Buddha Garden Ornament will look fabulous in its new surroundings.
Thank you again for shopping with GardenSite.
Kind regards,
Customer Care Team / GardenSite.co.uk
Fantastic to order from with great…
Fantastic to order from with great customer service
6 July 2021
Unprompted review
Reply from GardenSite
Dear Joanne Briley,
We are delighted with your 5-star review and thank you very much for taking time out of your day to write it.
We hope you enjoy your purchase from GardenSite.
Kind regards,
Customer Care Team / GardenSite.co.uk
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