Comments regarding Hidden Valley Hibiscus

Ordered Spinsoad Spray, 32-oz, on Jul 22, credit card was charged Jul 25. Shipping 'based on UPS published rates", however, UPS has no record I can trace. It'll be interesting to see if UPS was used or simply the rates. Phone calls simply explain that they're out in the greenhouse during the day and recommend e-mail. Negative reviews indicate no attention is given to e-mails or messages left. Not waiting for a plant to grow, just send what we ordered so we can see if our plants can be saved.

This company clearly has some of the nicest Tropical Hibiscus hybrids around. Sadly, my experience with them has been lacking. In each case, the plants have gotten root rot and expired shortly after arrival. The first time, I thought it might be my fault and did not contact the company. I learned from that experience that Tropical Hibiscus are somewhat prone to root rot. This latest order arrived 2 weeks ago. The plant pots all arrived smelling strongly of rancid water. This was noticeable when removing the baggies encasing the pots. The soil on each was very moist. I contacted HVH immediately by email notifying them that the plants looked good but had the strong smell of rancid water, asking for advice about using "Zerotol" a disinfectant. After 8 days, I had heard nothing and wrote again. I got a scolding email. Cindy insisted that the odor was from last minute hormones and fertilizer. This was not the smell I encountered upon opening the package. The plants looked good on arrival but began to go downhill quickly. I have watered sparingly but have still seen root rot kill 2 of the 4 plants and a 3rd looks to now be succumbing to the disease. I asked specifically about using a soil disinfectant and got no reply until it was too late. Overall the reply was dismissive and patronizing. It seemed her primary concern was making sure I knew she would not replace plants. My goal was to save the plants and succeed. I did not get help in time. I also did not get a helpful demeanor. If a plant is prone to root rot, baggies over rootballs that are overly wet is a recipe for disaster. My second email providing photos and asking for clarification regarding disinfectant got no response.

I was recently gifted with a Hibiscus plant which is in bad shape. I have tried to call the company and left emails but there has been no response. it has been 3 weeks since my initial email and they say they will get back within 72 hours. when I mentioned this to my friend she said that she had the same issue with this company. I would appreciate someone getting back to me to help resolve and hopefully salvage my plant, if possible.

I ordered 5 plants and a fertilizer from this company on Jan 29, I ordered them together to save on shipping. This is my first time ordering from them. I got 4 plants and the fertilizer in May but 1 plant was not shipped. When I emailed, they reported that it was small and would be shipped once it is big enough. I so badly wanted that plant, I was willing to wait. I get another email few weeks later saying that the plant is still small to be shipped and they were refunding my money. I replied that I was willing to wait for the plant I wanted or if I could order something similar in its place. They asked me to place an order for the replacement online and put a comment to cancel the old one and use the credit for new one. I could not do the replacement order online so I emailed them to use the credit to get the replacement plant. But at that time they emailed me that my money was already refunded and there is nothing that they could do and I will have to place a new order.
For a new order I will pay 29.44 ( plant 14.99 + 14.45 for shipping ) when I got a refund of 18.99( plant 14.99 + 4 for shipping) from them. Overall I am extremely unhappy with the way my order was handled

I ordered from Hidden Valley Hibiscus on 4/1/07 and never received my order until the middle of June. I sent them at least four e-mail asking them what the problem was. (They take there time answering your e-mail questions.) They gave me several excuses why my order did not ship when it was suppose to. One was that they had a long hard winter in Cal. and the plants weren't ready yet. The company told me twice that my order was going to ship, once on 5/1/07 and the other on 5/20/07 neither time did my oder come. Only after threatening to cancal my order did I receive my plant. The only bright spot was that once I got my hibiscus it was of good quality. Not a very reliable company and don't bother trying to contact them by phone. No one answers!

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We take a different approach than many shippers. Our grower has the final say when plants ship, and he won't OK them unless they are up to the standard that offers the customer the best experience with these rare varieties. We're sorry this gentleman had to wait but after a few weeks he did get what he wanted and was happy with the plant, as he said. These aren't widgets, and don't come off an assembly line. They are live young plants of new and exotic varieties and are not always predictable.

Our customer service is done via email, as is clear on our website and when one calls and gets a message saying so. Email allows both us and our customers to have a record and we have found it to be more efficient and lead to fewer mistakes or misunderstandings than talking on the phone.

Thanks to all our many great customers out there who enjoy these hibiscus as much as we do! "