Waitrose Garden Reviews

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

If there was a lower rating I would give it - such poor quality of bedding plants - no bigger than a 50p coin! The cost is ridiculous and the quality is poor. Cannot return - had similar experience last year - put it down to Covid but thought Waitrose may have got its act together - BUT HECK NO!! AVOID AT All cost - not worth it at all

Paid for nominated day delivery, three weeks later, no sign of it.We spent £225 on a leaving gift for a colleague, ordered directly to their house and paid for nominated day delivery (for their last day). Three weeks later there's still no sign of it, I've been in touch with them multiple times and they've always promised to get back to me, which if they do they don't provide any helpful additional information. No tracking information was provided so the only way I can get updates is by calling them.They're finally talking about sending another one or refunding it. Their only condolences is £4 off which is a little insulting.

Absolutely atrocious service. We ordered a lot of monies worth of plants back in March. They arrived in an abysmal state, especially the grasses. The clematis has died and the grasses all but disappeared. We sent photos of the grasses costing around £7 each, admittedly early in the season but they really shouldn't have sent them out. They refused to acknowledge the state so we have complained again, mid April. One grass has gone, the stubble of the other still there. No growth.Still no acknowledgement. We just want a credit on our account. Don't buy from them get your plants from a decent garden centre. Lesson learned.

Whilst Waitrose is promoting sustainable garden pots like metal trays and terracotta pots the packaging it comes in is the opposite in lots of plastic bags and polystyrene packaging ( the worst) wrapped the product which was then put in a card board box. If if knew, I would not have ordered. If you promote sustainable that applies to the packaging as well. Other retailers do care about this (when you find ones that is conscious about the environment) and also change to sustainable packaging. Waitrose and Crocus change your packaging. Shall not order again.

Oh dear, what an awful, frustrating experience. I expected so much more from Waitrose. Let me say, though, from the outset, the two ladies I dealt with (?Sophie and Gemma?) at customer services were both lovely and did their best to be helpful. So, when the order came, it was incomplete and a bistro set never arrived. I have to be honest and say that the things that did arrive looked cheap and disappointing and one item was slightly damaged. I had to chase up the missing bistro set (I had paid £10 for named day delivery). To be fair, I was refunded the delivery cost. So I was looking forward to getting the bistro set and when it was delivered, it was just left outside (fair enough with Covid) but no-one let us know, or rang the doorbell/knocked on the door, so a neighbour had to come over and tell my partner (who had been in all the time). I then realised that they had only sent half the set i.e. the chairs and not the table. It was simply the final straw and the whole experience had become stressful and tedious, having to chase all the time. I phoned and said I wasn't prepared to wait any longer for our proper order, that I had lost confidence in them and I would like everything collecting and a full refund. Again, to be fair, this was agreed by Waitrose. The items were not collected on the day they said they would be and despite both my partner and I being in the house working all day, when I phoned, I was told that they had tried to collect that day and no one was in. They did, however, arrive the next day and collected everything. I was told they couldn't say when I would be refunded and I did have to chase this up and was refunded 16 days after the items were picked up. Not a pleasant experience and I just assumed Waitrose would have pride in their items and their service. I was further dismayed when I realised that exactly the same bistro set is sold elsewhere for almost half the price, so hyper-inflated prices too. Unless Waitrose Garden gets their act together, my advice would sadly be to avoid, sorry.

Impossible to contact and speak with customer serviceLeaves you feeling they don’t care and the service part is absentVery good at taking the order and deliveryPlants hit and miss- my hydrangea was DOA.Still is and I am waiting for a refund.

My review is about response time, rather than products.I placed an order, but got an error message at completion, so thought order had not been placed.Repeated order. Same message.Checking email, both orders had been processed.Emailed customer service to cancel one order, and got reply within 24 hours to confirm that my request was being processed.I’ve had recent experience with other retailers where I’ve had to search for how to contact, then not received a timely response ( I’m not a princess who expects immediate, but 2/3 days response time is reasonable IMO)So I’m very happy with this experience

I ordered a Tomato crop poly cover and a frame for it. Heard nothing for a week so I emailed as both items showed in stock. It arrived next day without the frame! So, emailed again and this went on a few times. Emails always saying it was ready for dispatch. I phoned chasing this missing item and the people I spoke to were all very polite but all in all it took about 3 weeks to get both products and was hard work! Will not use again.

Very happy with the service provided. The plants arrived in perfect condition and health. Delivery was prompt and what you would expect from Waitrose.

I purchased a box of 6 heathers from them and I was amazed how small the plants were. I complained and was told send them back preferably recorded delivery but if any get damaged in transit they will deduct that from my refund. I assumed the plants would be of the same quality and size as heathers I had purchased in the Waitrose store. How wrong I was.