Waitrosegarden Reviews 240

A mixed review- firstly my pots came in two deliveries. I was happy with the quality of the first lot but the second group of pots were dreadful. Having read the reviews on here I didn't hold out much hope of getting help from customer services however they answered me promptly, apologised and offered to refund me the cost of one pot and a proportion of the cost of another. I have accepted this offer rather than go through the hassle of returning items. I would say that the pictures online for certain pots do not really represent what you get. Some were definitely sub-standard. But customer services were helpful.

Very poor experience. The flowers ordered do not match the photos online, it was delivered very delayed and also in two different parcels 4 days apart. Just bad service overall. Buy flowers somewhere else, you will get much more for your money, and no headache dealing with their customer service.

Don't buy from these absolutely disgusting wanted to return items and they said it would Cost £25 for a courier to collect them what's happened to customer service they just fob you off will not be buying from these again.

In the past few weeks I have placed two separate orders for a geranium and a clematis.Although delivered a little late both plants were very healthy.Each arrived securely packaged and arrived undamaged.
I have used Waitrose in the past and I can only speak as I find in that I have never had any issues.
Customer services replied promptly when I raised a query.Yodel, the delivery team have also been excellent

Absolutely hopeless. Ordered a plant as a welcome home gift. Was told delivery would be 3-5 days but that was it. No updates, explanation of delays - nothing. When I tried to contact the company I found they only work to 5pm Monday to Friday. So wish I had checked trust pilot before ordering. Do not use this company!

Dear me, WAITROSE/JOHN LEWIS hang your head in SHAME. As mentioned by others I bought a garden swing ONLY because I bought it from the Waitrose web site, not realising that actually, it is NOT Waitrose. I need to return the item for a refund. THey charge you £25!! for carriage or organisie it yourself, when I said I would pay the £25 they were obviously shocked. I then tried to swap collection to a nearby work address to ensure someone is in to accept the collection of the goods. I have phoned THREE times now and customer services maintain they cant get hold of their couriers to confirm which address they are going to. Obviously if they go to the incorrect address I will get charged £25 for nothing. How can a major retailer NOT be able to contact their courier. I have complained to Waitrose and they say it's nothing to do with them even though I bought it from their web site.. PLEASE do NOT buy from these AWFUL people.

Made the mistake of trusting the waitrose brand, wished I’d read the reviews first. As with what seems every other customer have found to my cost this is a dreadful company with appalling customer service who seem well trained in the art of lying. Just amazed Waitrose would associate there brand with such an outfit.

I have ordered for the first time through Waitrose Garden. I will never order from them again. When I placed and paid for the order I was told that it was in stock and would be delivered within 2-3 working days. It has now been 17 working days. There is no sign of my order. I have checked the tracking and it has been in transit for 14 days. I have no confidence that if it is ever delivered it will be alive.
How I wished I had looked at the reviews beforehand - I have made the stupid mistake of assuming that because it is Waitrose I would receive a quality product within the time frame they assured.

They are clearly a scam company.

Appauling condition of plants when they arrived. Contacted Waitrose with photo as requested. Was told it was frost damage and was refunded for one plant. Plants on arrival were very small and damaged so why only refund for one? Each small plant was £7. Have planted out and cared for them but afraid to say they are looking no better and only for fit for compost bin. Needless to say will not be using again.

I have ordered from Waitrose Garden in the past and have always been delighted. Recently, however, my order of two hanging baskets arrived battered and broken. I contacted Customer Services who requested some photos. They explained that they were sending them to their supplier who in turn offered me a full refund or a replacement. Cannot fault Customer Services or the flower suppliers.

I ordered some plants from Waitrose, the web site said sent in 2 to 3 days and in stock. Two weeks later I had to ring them and was told sent today. I had to pay about £6 delivery charge and was told they would come with Whistl. Later on I had a delivery notice from Yodel saying they would deliver. It seems they dont care once they have your money and the delivery charge is a joke when you are paying top wack for the plants.

If I could review zero I would !
Ordered 5 plants one was missing and two identical were beyond a joke !! 8.99 each for something my granddaughter could have grown better ! Was advised missing one was due to poor quality and that I could have 25% refund ! I advised I could have refund but needed to be returned and not to a store ! No offer of label to send back ! I only wish I could upload an image to show the pathetic nepeta that arrived ! Lush images online do not expect great things . Avoid at all costs ! Buy at garden centre where you can see what you get ! Customer service is zero

Very poor quality and size of plant and very poor customer service to go with it. No response from 2 emails and several phone calls though when I made the last call I was told they would offer a 25% discount.
I rejected this offer and told them I was looking for a full refund in view of the appalling service on offer when dealing with my complaint and the quality of the plant. So no doubt will have to chase them again.
I wish I had read the reviews before ordering but like many others I just trusted Waitrose, a brand that is built on quality and customer care. Such a disappointment. Will be telling my gardening friends to avoid Waitrose Garden when ordering plants thats for sure

My plant arrived with weeds but I noticed a few days too late, so was given 25% back, after waiting 3 weeks for a reply. Terrible customer service.

Extremely poor customer service. My order took 3 weeks to arrive and I received no communication and some items were not delivered. I have contacted customer services 3 times and still no resolution regarding my latest email or contact from them. Do not recommend.

Delivery date stated 3-5 days, it’s been 10 days and despite contacting them to check on my order I’ve not had any update.
Come on Waitrose, you aren’t a small independent business, you are huge company that charges a premium for your product. When are you going to acknowledge all these complaints and get on top of current orders?
I’ve just checked on your website and you’re still stating 3-5 days for dispatch. Perhaps you should stop taking new orders until you've dealt with the backlog.

Update: plants arrived. All very young basically seedlings and not as far on as I would have expected. Wasn’t sent a dispatch email. Worst bit is half are dead or look like they won’t make it. The ones I’m worried about are pale. At the bottom of my box was heads and compost. Poor plants were battered.
I feel like I ordered from some dodgy website, not Waitrose. I’m furious

Updated 1 month on. Received replacements for the dead plants but sadly it’s looking like some of the other plants aren’t going to make it. I think they were possibly sent when they were too young. The plants are lacking any real green colour and there’s little growth. What a disaster. Waste of money and plants.

Edit They're issuing a refund!!
HAS ANYONE ACTUALLY FOUND A WAY OF GETTING A REFUND FROM THESE PEOPLE? HOW CAN THEY JUST GET AWAY WITH IT BY IGNORING PEOPLE? I WANT MY £15 BACK. I ordered a plant and it was quite expensive considering it was two small sticks. When it arrived, most of the soil was in the packaging rather than the pot. There were no planting instructions so I had to look on Google. For this plant it said to plant it as it came when delivered. I put all the soil back in the pot which left the plant (it was actually 2 sticks with nothing on them) completely covered up. This is how I planted it. Six weeks later, nothing has happened. I have now sent three separate emails asking if it looks like this plant has died but have not received a reply to any of them. I also sent a photo of how the plant was packaged when I received it. Poor customer service. It seems to me, they've got my money and they don't want to know.
Three weeks after my original email and I am still waiting for a reply. The plant they sent me is clearly dead. It was only 2 blackened sticks in some soil after all. I paid £14. 95 for it. I give up. Something should be done about this company. I told them that if I'd read the reviews on here before I ordered, I would have gone elsewhere!

Have previously been happy with them but quality of both plants and customer service has recently been very disappointing. Most recent order arrived with one expensive plant in very bad condition and two others much smaller than advertised. 11 days after contacting customer services I have had no response. Every business is experiencing pressures at the moment but that shouldn't mean substandard service to the customer. I would be more sympathetic if their communication was better, but I feel ignored.

As a loyal Waitrose customer I paid a high price for 4 plants that arrived broken, parched brown without soil and asked for a refund. More than three weeks of sending photos etc back I have heard nothing back. I don't know why Waitrose are allowing this sort of service to drag down their reputation. DO NOT BUY FROM WAITROSEGARDEN

Sent completely the wrong items. As what I had actually bought is out of stock now, I assume I won’t be receiving them.