Comments regarding High Country Gardens
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Negative | ElsbethL (1 review) | On May 23, 2013, ElsbethL wrote: I placed my order with High Country Gardens in March. The plants didn't arrive when they were scheduled to. Then I received messages saying the order was held up by some plants. Then I got a couple of small refunds. On May 23, 2013, High Country Gardens responded with: "On May 23, 2013 8:05 PM, High Country Gardens responded with: I do apologize for the delay with your order. Per my voice message this evening I have canceled your order per request and refunded you. Please feel free to contact me. |
Negative | pyperrose (1 review) | On May 22, 2013, pyperrose Arlington, TN wrote: I have been a long time customer of High Country Gardens and in the past received excellent service. This expereince has been the worst I have ever had with any company. I placed an order of numerous plants to be shipped the week of 4/22/2013. When it did not arrive I called the next week and received word that 1 plant was holding the order up but it would ship within the week. I have been trying numerous times since then by calling and sending emails and have yet to get hold of anyone or gotten a response to my emails. I feel that my money has been stolen and I will never see the plants I so wanted. I would not recommend anyone use this company On May 22, 2013, High Country Gardens responded with: "On May 22, 2013 1:09 PM, High Country Gardens responded with: I am sorry to hear of your frustration. I would be glad to look into this for you. Please contact me and I will assist you with your order! I apologize for any inconvenience. |
Negative | dogdoc (1 review) | On May 22, 2013, dogdoc San Diego, CA wrote: In past years I have ordered from HCG and always been thrilled by the speed of shipping and quality of plants. Here is how it went down this year: On May 22, 2013, High Country Gardens responded with: "On May 22, 2013 10:48 AM, High Country Gardens responded with: dogdoc, |
Negative | joimack6953 (6 reviews) | On May 18, 2013, joimack6953 Wheat Ridge, CO wrote: Posted on May 10, 2013, updated May 18, 2013 On May 10th, 2013, joimack6953 changed the rating from positive to negative and added the following: Well now it's May 2013. I ordered my plants early so the things I wanted would be available - about 80 plants. My shipment was supposed to arrive in April but due to the weather in Denver shipments were postponed. I was very happy about that. But now I am wondering if the plants I ordered and paid for are ever going to arrive. I was promised my plants would ship last week and when they didn't arrive was promised again they would definitely be here today. No, not today either. I've chatted live, left messages, received apologies through e-mail, waited on hold for customer service only to be transferred to a voice mail after 15 minutes and as a matter of fact I'm on a live chat right now with Locky and have not received any response from him for a good ten minutes. I was very sorry to hear HCG went bankrupt and joyful when I heard they had been acquired by American Meadows and would continue to offer plants that thrive in Colorado. But now I wonder if I will ever receive my plants and am very frustrated with the lack of customer service I am receiving. On May 18th, 2013, joimack6953 added the following: May 18, 2013 and still haven't received any of my plants. The entire front area of my home which was supposed to be transformed from grass to a prairie/native type garden is brown - full of the grass we allowed to die back to plant our new water wise garden. My neighbors are not amused nor am I. My order status on the HCG website is "in shipping", the president of the American Meadows replied my plants were at the Denver greenhouse preparing to be shipped. Maybe next week.... On May 18, 2013, High Country Gardens responded with: "On May 10, 2013 4:38 PM, High Country Gardens responded with: Dear joimack6953: |
Negative | magnolia92 (1 review) | On May 17, 2013, magnolia92 Greenville, NC wrote: Posted on May 16, 2013, updated May 17, 2013 On May 17th, 2013, magnolia92 added the following: TO: Ethan Platt, President, American Meadows / High Country Gardens Thank you for your response to my complaint regarding High Country Gardens. I was indeed aware that American Meadows purchased High Country Gardens and I am empathetic to the problems your company is having with the inventory and ordering systems. However, as a customer, these issues mean relatively little to me and when I order from a company I expect to be treated honestly, fairly and not be placated with excuses. As for your Customer Service Reps doing the best they can, I am a CSR as well and CSR’s do not tell customers that they will do something and then not do it. It comes across as being unscrupulous and produces very unhappy customers. Again, thank you for your response. I have emailed High Country that I will accept your offer to receive the replacement Agastache Ava this fall, although I have little hope that the plant will arrive and be in good health. On May 17, 2013, High Country Gardens responded with: "On May 16, 2013 8:43 AM, High Country Gardens responded with: magnolia92, |
Negative | dserrano77 (1 review) | On May 17, 2013, dserrano77 Chapel Hill, NC wrote: Posted on May 17, 2013, updated May 17, 2013 On May 17th, 2013, dserrano77 added the following: In response to Ethan: Ethan, thanks for the note. I understand that that is the current line on why this is happening. What I don't understand is that if this is true, how come I didn't have problems in the past but have since the acquisition. This claim rings somewhat hollow. Thanks for bailing out HCG, and it may be a coordination issue, but HCG was fine before and a problem now -- so it can't be the system only. On May 17, 2013, High Country Gardens responded with: "On May 17, 2013 1:15 PM, High Country Gardens responded with: dserrano77, |
Negative | spicetail (6 reviews) | On Jul 6, 2012, spicetail Mansfield, OH wrote: plants i received this year either struggled or died, very little root system on them On Jul 6, 2012, High Country Gardens responded with: "On Jul 6, 2012 1:42 PM, High Country Gardens responded with: High Country Gardens has a 100% guarantee. Please contact customer service and we will gladly process a claim for you! |
Negative | MBX5 (1 review) | On Jun 8, 2012, MBX5 Arvada, CO wrote: I had the WORST experience with mail order ever! It all started with my order on 3/19/12 for the Sizzling Colors' Inferno Strip, Penstemon mexicali and Cold Hardy Mediterranean Garden. Not a huge order but still 360.00 worth of product. The ship date was In April and that's when it all went downhill! First the order showed up missing more than 20 plants and many looking bad. When I tried to call all you get is voice mail so I left a message and filled out the form with no response for a week and many more calls and emails. The lady on the phone said they would send the missing plants but not on my schedule which was kind of ok since I wanted them. Well I finally got the plants and then another order of inferno strip shows up. Not sure what to do I called again and filled out many many forms for 2 weeks with no call back. When I did get a support call I told them I gave the plants away as I had no room and they just sat around. I was told that was ok and they still had a few DOA plant to ship when stock came back in. Another week goes by and I come home to 5 more boxes on my porch! Another inferno stip and a few other plants. Back to calls and emails a week latter I get a person on the phone and she tells me they have charged me for 3 inferno strips along with a few other plants. Now I'm pissed and tell the lady to have a manager call me as she was the after hours call center. So again many calls,emails and weeks later still no response so I start calling the garden center not mail order store And got a cell phone number of a person high up at Highcountry. Even she couldn't get anyone to answer her. Finally 1.5 weeks latter she called back and said no charges are made for the extra flowers. I was also informed I would receive the DOA plants none of which to this day I received! This is an abbreviated version of all that took place but it doesn't seem that way. I will never order with them again or recommend any other people place orders with them. On Jun 8, 2012, High Country Gardens responded with: "On Jun 8, 2012 2:53 PM, High Country Gardens responded with: I regret to hear you had difficulty reaching us in regards to your order. We have made changes to improve response time. I would like to look into what plants you are still missing. If you can please contact me directly toll free 1-877-811-2700 ext. 3023 or via email vperalta@highcountrygardens.com. |
Negative | cscheids (1 review) | On May 30, 2012, cscheids Colorado Springs, CO wrote: Posted on May 25, 2012, updated May 30, 2012 On May 25th, 2012, cscheids added the following: Interesting…..I get no response from the company via all their advertised means of contact (voice, email, online chat), yet the same day I complain in this forum I get a response. To follow up, I finally got a voicemail message from a gentleman representing the company on the day the order shipped, saying that they would return the order and resend it to be received on May 19th. Nothing arrived. I contacted the company on Monday morning the 21st to see what had happened, the person I spoke to was not able to help and said a supervisor would be in contact with me within ONE TO TWO WEEKS…. ridiculous. I called again on the 24th and left another message and later in the day got a call from the same gentleman assuring me that the order was going to be shipped for arrival at the end of the day Friday the 25th. It's after 7pm and nothing has arrived. Don't waste your time or money with this company. I'll be doing everything I can to get the charges on my credit card reversed. On May 30th, 2012, cscheids added the following: I was contacted by a customer service rep over the weekend who assured me my order would arrive by Weds the 30th….and it did! But, while I was expecting healthy, thriving plants, instead I got two medium sized boxes with things in it that I would scarcely call such, more like seedlings, if that. Two leaves on a stem does not make a plant and the grasses I bought are about 3 inches tall and dead already. If this were my product I would be totally embarrassed by the quality. I really wish I would have spent my money on plants from Home Depot or Lowe's, for the same price or cheaper I would have gotten things that I can actually use. Ah well, lesson learned. On May 30, 2012, High Country Gardens responded with: "On May 2, 2012 1:37 PM, High Country Gardens responded with: I am sorry to hear of your recent experience and would like to look into your order for you personally. Please send me your order information so assist you. Toll free 1-877-811-2700 ext. 3023 or email vperalta@highcountrygardens.com. On May 26, 2012 12:03 PM, High Country Gardens added: Thank you for giving me the time to work with you today. I will follow up with you on Tuesday! I appreciate your patience and apologize for any inconvenience. |
Negative | grjunc (1 review) | On May 27, 2012, grjunc Fruita, CO wrote: I have ordered from this company for years, as they sell plants that do well in my part of the country, and I generally have been very pleased with the plants and the customer service. This year has been an entirely different experience. On February 7, 2012, I ordered over $300 worth of plants from them. I received a portion of the plants shipped on the agreed ship date, April 24, 2012. Half of the shipment was in fine condition, the other plants included were barely breaking dormancy and were tentative at best. On the enclosed packing slip I was then advised another portion of my order had been cancelled and another part of the order had been delayed to ship May 7. May 7 came and went without notification of shipment, and after emailing and calling several times, I finally connected with a live person who told me this portion of my order had been cancelled as well. In the meantime, the plants in the received order that were barely alive had died. Essentially, I received one quarter of my order. In short, this had been my go to source for plants for my area; however, I'm not sure I will order from them again. On May 27, 2012, High Country Gardens responded with: "On May 28, 2012 10:11 AM, High Country Gardens responded with: I am sorry to hear of your recent order experience. We have made some changes this season which we are trying to iron out. Please contact me directly to resolve the shipment received. |
Negative | 1345afge (1 review) | On May 26, 2012, 1345afge Colorado Springs, CO wrote: When I placed my order in March 2012, I requested 14 May 2012 shipment. I received confirmation in March, but I did not receive my order the week of 14 May. I sent two e-mails requesting status - no responses. I finally called a representative who indicated my shipment would be sent 28 May. I asked why I did not receive notification of the delay or responses to my two e-mails - the excuse was the company had implemented a new computer system (Why implement a new system during this time of year?). Also, many plants I ordered were not available. I requested cancellation of my order, and the representative said it would be done. However, I have not received an e-mail cancellation notice. I have been a customer for years and have placed many orders of $300+. Current customer service and communications are terrible. I want my order cancelled and a refund on my credit card. I also request a confirmation that my order will be cancelled. No more orders until you can win back my trust with timely responses, available plants, and much better customer service. On May 26, 2012, High Country Gardens responded with: "On May 26, 2012 12:07 PM, High Country Gardens responded with: I understand your frustration in trying to get resolve. I apologize for any inconvenience. As you know this is not our norm and we are working to make sure the service you are use to with High County Gardens is restored. I would like to make sure your requests have been fulfilled. Please contact me by email or phone. |
Negative | flowerblue36 (1 review) | On May 26, 2012, flowerblue36 White City, UT wrote: I have emailed the company twice and called due to not having received my order. No response to either email. The person I talked too on the phone stated my order would be made "priority" and would be sent next week. I still have not received my order. I have ordered from HCG before and never a problem like this. On May 26, 2012, High Country Gardens responded with: "On May 26, 2012 12:04 PM, High Country Gardens responded with: I regret to hear of your recent experience and apologize for any inconvenience. Please contact me so I can look into this personally. |
Negative | sonias (1 review) | On May 24, 2012, sonias Boulder, CO wrote: I'm sorry to give this company a negative review, as I've used them for many years. Their plants are excellent, but their customer service is atrocious this year. I placed an order in January, assuming that would reserve the plants I wanted, especially since they charged my credit card right away. Come April, I only received 9 of the 14 plants I had ordered. Of the missing ones, 3 were listed as unavailable, but the other 2 had no explanation whatsoever. Since then, I have only recently been able to reach someone by phone, as I was always sent to a voicemail system that was full, and that representative said she needed to send my case to another dept. who would contact me (a week later, I've heard nothing). None of my emails (including to Victoria Peralta) has been answered. A credit has been issued to my account, but it is not the correct amount. Do I think this will all be straightened out in the end? Maybe. But I'll never get back the time and energy I've wasted on trying to figure this out and get an answer from them. On May 24, 2012, High Country Gardens responded with: "On May 24, 2012 3:46 PM, High Country Gardens responded with: I am sorry to hear you have not had resolve in regards to your order questions. I do try and respond to all my emails and calls when I am in. I apologize if I did not respond to an email you sent. I would be glad to assist you. Seeing you have already emailed me can you please resend the email or it may be best to call me with your information. |
Negative | sunnybordergirl (1 review) | On May 21, 2012, sunnybordergirl Hawesville, KY wrote: I recently placed an order and requested an immediate ship date in an effort to receive my plants before an upcoming holiday. I received a confirmation of my order indicating my order would ship the date I requested. I expected to receive my order at least by the following Friday, however, the website didn't indicate how my order would be shipping so I placed a call. I was told that my order did not ship and would not ship until the the following Monday. The person wasn't really sure what happened and told me that they were located in another facility, however my order would ship on the following Monday. Today I called to make sure my order shipped and was advised that it was not going to ship AT ALL. I asked them why that no one e-mailed me or phoned me to let me know there was a problem either with my initial ship date or subsequently when they determined that my order was not going to be shipped. When I placed my order I provided my e-mail address and a telephone number in the event they would need to contact me. It is unacceptable customer service to just simply not contact me in any way (either e-mail or by phone) to let me know the status of my order. I was concerned when I saw the other negative reviews, however, I have had good experiences with HCG in the past - so I took a chance. However, after this experience I will certainly consider carefully other reviews because this became my own bad experience. Really a shame because I previously did have good experiences. An e-mail or phone call only takes a moment and certainly makes a difference for customer goodwill. On May 21, 2012, High Country Gardens responded with: "On May 22, 2012 4:48 PM, High Country Gardens responded with: I appreciate you giving me the time to speak with you yesterday. We are working on making adjustments to make sure this does not occur again. My apologies for any inconvenience. |
Negative | Dekoffer (1 review) | On Apr 28, 2012, Dekoffer Tuscola, TX wrote: Two of my last three orders have been problematic. In my previous order, I ordered two 1 gallon plants that had obviously been transferred from 2 inch pots to gallon pots just prior to shipping. The root structure was just pitiful. In my most recent order, I decided to forgo gallon plants for 5 inch pots, but 2 of the plants had obviously just been transplanted to 5 inch pots from two inch pots. Plus, they left out two of my plants that I ordered and paid for. It was a large order and they did not include a packing list, so I can only assume they were hoping I wouldn't notice. Packing has also become increasingly shoddy over the past couple of months. Customer service has been helpful, but I expect them to get things right the first time. Make sure to take pics of plants if you have a problem. I wasn't offered a refund for one of the gallon plants because I went ahead and planted it without taking a pic. I wasn't asking for a full refund just the price difference between the gallon and 5 inch pots. On Apr 28, 2012, High Country Gardens responded with: "On May 1, 2012 1:59 PM, High Country Gardens responded with: We appreciate your feedback and are looking into the issues you've brought up. We have a 100% guarantee and do not require photos for replacements or refunds. Please contact me directly to process a claim if this was not resolved. Toll free 1-877-811-2700 ext. 3023 or via email vperalta@highcountrygardens.com. |
Negative | CEH208 (1 review) | On Apr 24, 2012, CEH208 Eldorado at Santa Fe, NM wrote: Plants received were poorly shipped/packaged. Several stems were broken but have been trying to salvage them. Plants did not have well developed root systems and were too young to be shipped out. I now have two plants that have completely died. Have emailed customer service for replacement 3 times with no response. Waited a week and tried calling customer service which went to a recording saying please leave a message, but the mail box is full. Sadly, I still have more plants ordered to be shipped this week, wishing it could be cancelled. I think the retail locations are fine, and I know problems occur in shipping, but the lack of prompt customer service means I won't be ordering again. On Apr 24, 2012, High Country Gardens responded with: "On Apr 24, 2012 12:34 PM, High Country Gardens responded with: I am sorry to hear of your recent experience. We take great pride in our plants and customer service and want to fix this for you, as well as use your feedback to improve our service. Please contact me at your earliest convenience by email vperalta@highcountrygardens.com or direct at 1-877-811-2700 ext. 3023. |
Negative | Idiopath (4 reviews) | On Mar 23, 2012, Idiopath Austin, TX wrote: Posted on April 30, 2006, updated March 23, 2012 On March 23rd, 2012, Idiopath changed the rating from positive to negative and added the following: Update: I ordered from them again last year (2011) and most of my plants arrived in terrible condition. They were so mushy and yellow I just threw them away. I contacted customer service, and received an email stating that a credit for those plants had been applied to my account. I was told that it would not expire, and I could use it at any time by simply mentioning it to the representative who took my order. I attempted to do this this past weekend. The rep was unable to find the credit. Since then I've attempted to contact customer service several times, and have gotten zero response. I won't be ordering from HCG anymore. It's not worth risking my money and my time. I'm now out almost $50, plus the time I spent on hold, plus the time it took me to write all of those emails that have gone unanswered. On Mar 23, 2012, High Country Gardens responded with: "On Mar 23, 2012 9:14 AM, High Country Gardens responded with: I regret to hear you were not able to get resolve. HCG credits do not expire. For your privacy I am not able to obtain your contact information through your post. Please contact me and I will be glad to assist you. |
Negative | XeriGardener (1 review) | On Sep 20, 2011, XeriGardener Plano, TX wrote: I was majorly disappointed with High Country Gardens after getting a personal referral on them from a local gardening friend. On Sep 20, 2011, High Country Gardens responded with: "On Sep 20, 2011 1:26 PM, High Country Gardens responded with: One of the things so many of our customers love is that we do give you the option to select your own ship week. Ship weeks can be changed if needed. |
Negative | anitamacey (2 reviews) | On Aug 31, 2011, anitamacey Atascadero, CA (Zone 8a) wrote: Posted on July 26, 2011, updated August 31, 2011 On August 31st, 2011, anitamacey added the following: One of my plants was to ship on Aug 22 2011. As yet I have not heard about the plant now has it been delivered. They have wonderful plants but I will be ordering elsewhere. On Aug 31, 2011, High Country Gardens responded with: "On Aug 5, 2011 10:46 AM, High Country Gardens responded with: Thank you for giving me the opportunity to work with you and address your concerns. As a result of your comment we have made positive changes in our customer service phone. I am glad we were able to immediately ship your plant order. We look forward to serving you in the future. On Aug 31, 2011 12:31 PM, High Country Gardens added:
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Negative | phdler (22 reviews) | On Jul 25, 2011, phdler Homer, NY wrote: Posted on July 14, 2010, updated July 25, 2011 On July 25th, 2011, phdler changed the rating from neutral to negative and added the following: Last year HCG was very good about replacing plants so I changed my original negative to a neutral and decided to give them another chance this spring. BIG mistake. The plants were well packed but arrived in very poor condition and one was very small and yellowed. We planted them carefully, hoping they would pick up -- some were planted with the same plant ordered from elsewhere. ALL of the HCG plants from this year have died while the same ones from elsewhere are thriving. In addition, four of their plants from last year did not survive. I will no longer order plants from HCG as I am far happier with my other sources. On Jul 25, 2011, High Country Gardens responded with: "On Jul 14, 2010 2:01 PM, High Country Gardens responded with: We are glad you have already contacted customer service and have processed your claim. We appreciate your feedback and are looking into some of the process changes that took place this season. Most of our growing shipping crew has been with the company for multiple years and we take the same care as in the past. We strive to continue to be the leaders in plant quality, shipping and handling and offer the best customer service. Please feel free to contact me if you have any questions, comments or suggestions. On Jul 26, 2011 10:24 AM, High Country Gardens added: Many of the plants High Country Gardens carries are for arid (dry) conditions. We mark these plants for folks in rainy areas so if they purchase them they do not plant them in the same beds as moisture loving plants. High Country Gardens does have plant specialists available to assist with any questions or concerns. We welcome the opportunity to speak with you, as there are a few things that could have caused the yellowing of plants and we would like to explore some solutions with you. |
Negative | joefalkner (4 reviews) | On Jun 24, 2011, joefalkner Gisela, AZ wrote: I am sorry to say it, but the refund process is so difficult with this company that even though I have used them for several years, I no longer will. On Jun 24, 2011, High Country Gardens responded with: "On Jun 24, 2011 3:45 PM, High Country Gardens responded with: We appreciate your feedback. We are constantly looking for ways to improve and will work to improve the online claim process in the near future. I see you did contact us for your claim and that it was processed today. Please feel free to contact me if you have any questions or additional feedback. On Jun 30, 2011 3:28 PM, High Country Gardens added: Customer Service and exceptional plant quality is what we strive for each and every day. Here at High Country Gardens we have taken your concern to heart in regards to the online claim form and have been working hard at making improvements. We hope you take a moment to see the improvements: http://www.highcountrygardens.com/claim/. If you find these changes satisfactory enough to update your post, it would be greatly appreciated. We look forward to your serving you in the future! |
Negative | ronmason (4 reviews) | On Jun 15, 2011, ronmason Mason, TX wrote: If this is their idea of customer service, I'll be moving on. I was trying to order a catalog for my niece, who has just moved to a new house in New Mexico and solicited my advice on landscaping. I immediately thought of High Country Gardens. Well, their site would not let me send the order because my email address was wrong. After three tries with three different emails, I gave up and called the catalog department. They don't deal with customers, so the call goes to a voice mail drop box. Then I tried customer service, with the same experience. Finally, I decided to call their store in Santa Fe. After making it through their mail tree, I was dropped into a voice mail box. I have better things to do with my time than play games. On Jun 15, 2011, High Country Gardens responded with: "On Jun 15, 2011 2:43 PM, High Country Gardens responded with: My apologies you were not able to place your order online. We are working on our website. Our call volume has been high today. Messages left with customer service are returned promptly. Please feel free to contact me if you would like to place an order or if you have any questions. Toll free 1-877-811-2700 ext. 3023. |
Negative | Cameronia (1 review) | On Jun 2, 2011, Cameronia Milton, PA wrote: My order was placed in April.. In late May, I inquired the status and learned it was "lost in hyperspace".. and that it would be shipped in June... That date has come and gone with no word and no response to two emails. In the meantime, I continue to get notices that I might buy the very items I paid for at 1/2 of the price. |
Negative | jsrider (1 review) | On May 9, 2011, jsrider Cambridge, MA wrote: I placed an order Friday morning. I paid extra for 2 day delivery. Day 1 = Saturday, Day 2 = Monday. I called today and found out that the store didn't receive the order until Saturday (even though the store is the website) and didn't send it out for delivery until today. So my 2 day delivery now becomes a 5 day delivery. On May 9, 2011, High Country Gardens responded with: "On May 9, 2011 4:04 PM, High Country Gardens responded with: Thank you for placing your order. 2nd day means your plants are in transit two days. We received your order Friday, shipped out the very next business day which is Monday. UPS does not pick up or ship on weekends so we keep your plants fresh in our greenhouse rather than sit in a box over the weekend. All handled on schedule as we promised and your order will arrive Wednesday. Shipping information is available on our site under How we ship. Feel free to contact me if you have any questions. |
Negative | flyingchange (1 review) | On Apr 26, 2011, flyingchange Missoula, MT (Zone 4b) wrote: I first placed my order with a requested ship date of the week of October 12, because I was going to be out of town the week before. My shrubs arrived at my door on October 8th. The shurb combo I ordered was listed as hardy to zone 4, which is where I live. One of the shrubs didn't make it through that first winter, and when I contacted them about an alternative, they refused to help because it had been more than a year. The shrub that died is only hardy to zone 5, even though they listed the combo as zone 4, and their web site STILL contains this incorrect info. Despite this error on THEIR part, they refuse to help. Must be nice to have enough customers that you can afford to lose one over an $8 plant. On Apr 26, 2011, High Country Gardens responded with: "On Apr 27, 2011 9:37 AM, High Country Gardens responded with: We guarantee that you will receive healthy, vigorous plants that transplant successfully and prosper. Within one year from shipment. If there is any questions or concerns we encourage our customers to contact us immediately. |
Negative | EagleLady2 (1 review) | On Mar 9, 2011, EagleLady2 Alamogordo, NM wrote: I have been a catalog & store customer for over 10 years, unfortunately my most recent experience was negative. It is not about the quality of their plants, but their lack of customer service. I needed to adjust my plant order, and I never got a call back from the customer line; always received a voice message & never a person; plus never received the follow-up e-mail that even gave me my order number. I finally e-mailed them and hope someone will respond or at least acknowledge the change to my order. On Mar 9, 2011, High Country Gardens responded with: "On Mar 9, 2011 4:56 PM, High Country Gardens responded with: I am sorry to hear you were having trouble contacting us. We have checked our call logs and could not locate any messages from you by phone. We did respond to your email within an hour of the time it was sent. You may want to check your spam folder for order emails which are sent from admin@highcountrygardens.com and plants@highcountrygardens.com. Please contact me if I can be of any assistance now or in the future. |
Negative | Jonus (1 review) | On Nov 19, 2010, Jonus Corinth, TX wrote: Posted on November 19, 2010, updated November 19, 2010 On November 19th, 2010, Jonus added the following: I received the High Country Garden Scilla bulbs yesterday (11-18-2010) and carefully removed and inspected them, separating the bulbs according to their condition. The Scilla bulbs were shipped in a new brown bag that had two rows of 3 holes on both sides of the paper bag, located 4 inches above the base of the paper bag. It looks like double row paper punch device was used. The bag was double folded at the top and secured with two staples. The bag was folded over inside of the box with pamphlets located on top of the brown bag. By the condition of the brown bag, it appears that an attendant collected the individual bulbs and placed them recently into that bag, just prior to shipment. The attendant either did not inspect or had limited selection left to provide to this customer. Of the 50 bulbs shipped, 3 have visible disease (bluish green mold on two, the other botrytis), 16 are dried out with noticeable soft spots. Of the thirty-two remaining bulbs, 11 are marginal with dings in them. That leaves 21 healthy looking bulbs, 42% of the 50 ordered. On November 19th, 2010, Jonus added the following: You may attempt to negate this feedback, Victoria, or improve your standards to match other companies' high standards. This was the first time in all of my experiences with mail order garden companies, that I have written any comment on the internet. Other internet companies have set my expectations by providing detailed invoices, prompt service and quality items. You need to improve. On Nov 19, 2010, High Country Gardens responded with: "On Nov 17, 2010 12:00 PM, High Country Gardens responded with: This customer contacted HCG Customer Service with concern of the order only after posting a negative. On Nov 19, 2010 2:45 PM, High Country Gardens added: We shipped within 2 business days, arrival was 48 hours later and we immediately responded to any concerns about this order. Our bulbs are in excellent shape when shipped and ready to plant. Due to customers concern another bag has been shipped. We are dedicated to our customers and stand behind our products. |
Negative | zone4guy (1 review) | On Jun 21, 2010, zone4guy wrote: I recently received 18 plants from High Country Gardens and cannot find appropriate adjectives to describe my disappointment. unfortunately, I did not know of this site nor the 25 other negative reviews of High Country posted here before ordering from them. Had I known, I would not have purchased from them. On Jun 21, 2010, High Country Gardens responded with: "On Jun 21, 2010 1:13 PM, High Country Gardens responded with: High Country Gardens strives to provide the best plants, products and service. We understand your concerns and have shared this with our shipping department for training purposes. If you have not already contacted customer service please do so we may process a claim for you. On Jun 24, 2010 1:43 PM, High Country Gardens added: We want to be sure all of our customers are 100% happy with our plants and customer service. Please contact us so we can work together to find a solution. |
Negative | psychloman (50 reviews) | On Jun 18, 2010, psychloman Brooklyn, NY (Zone 7a) wrote: On May 25, 2010 I placed an order with HighCountry Gardens in response to an e mail advertising a big sale.I have ordered from this company in the past and have been very satisfied so I did not hesitate to order from them again. I ordered one Lilium pardalinum, one Lilium philadelphicum, one Nierembergia gracilis and one pelargonium Endlicherianum . I opened the box upon arrival and was surprised and disappointed to see the condition of the plants. Both lilies were broken and the pelargonium was leafless , the nierembergia was okay. As of today all of the plants except for the nierembergia seem to have died. lastly all the labels had fallen out of the pots and I have been unable to tell both lilies apart. All in all horrible packaging.I was not going to bother contacting the company until I saw all the similr negative comments at the garden watch dog. I wonder what has gone wrong with what was always a reputable nursery? On Jun 18, 2010, High Country Gardens responded with: "On Jun 21, 2010 9:43 AM, High Country Gardens responded with: Thank you for your feedback. These conditions described are not the norm for HCG. I have passed this on to our shipping supervisors. If you have not yet contacted us please do so that we may process a claim for you. |
Negative | LValadez (2 reviews) | On Jun 10, 2010, LValadez Fort Worth, TX (Zone 8a) wrote: I am very disapointed in the plant that was shipped and the way it was packaged. I did not pay a reduced end of season price to suggest a less than healthy plant. Stems were broken and a lot of leafs were dryed / burnt. With the cost of the plant and shipping as much as the plant I would not expect to receive a plant in this poor condition. So they should expect poor feedback. I should not have to call to express my disapointment. When they put that plant in the box they knew. It did not happen during shipping! On Jun 10, 2010, High Country Gardens responded with: "On Jun 11, 2010 10:25 AM, High Country Gardens responded with: We appreciate the feedback on your recent order. I have shared this with our shipping department for training purposes. Since Garden Watchdog does have a privacy policy and does protect the users information I would like you to contact us so we may send a replacement. In the meantime, please go ahead and plant the plant into your garden. With a good root system, broken and brown leaves won't even phase a perennial that will be 3x larger by the end of summer. |
Negative | rickclk (1 review) | On Apr 17, 2010, rickclk San Jose, CA wrote: I really wanted to like this company but I didn't. I think what it really comes down to is by the time you buy the plants and pay shipping it averages to more than you have to pay locally. On Apr 17, 2010, High Country Gardens responded with: "On Apr 20, 2010 11:52 AM, High Country Gardens responded with: We are sorry for the experience you had with your plant shipment. Our plants are nurtured by hand in our greenhouse to be hardy, beautiful and long lasting. In addition we have a plant guarantee so if you are not 100% satisfied, we will do everything we can to make things right. Please call us to discuss how we can assist in both your satisfaction and your spring gardening. |
Negative | jbush (6 reviews) | On May 9, 2009, jbush Bordentown, NJ (Zone 6a) wrote: I received 2 plants last fall that did not make it through the winter. I emailed the company for a replacement which they promptly sent. Unfortunately one of the plants was barely more than a seedling and was bounced around in the mail pretty badly by the mail carrier. I immediately notified the customer service about my unhappiness at the condition of the plant, and was told to let them know if I wanted a replacement. As I predicted, the plant died within a few days, and when I did request a new plant, they returned my email with a denial as they only replace a plant once. I feel I am paying for damaged material. That plant was in no way going to survive and the fault lies with the nursery both because of the size of the plant and the careless way it was packaged. On May 9, 2009, High Country Gardens responded with: "On May 11, 2009 1:38 PM, High Country Gardens responded with: High Country Gardens strives to offer the best service possible. An email has been sent to jbush to try and resolve this matter." |
Negative | coco3 (8 reviews) | On Apr 30, 2009, coco3 Vanleer, TN wrote: I stopped ordering from this company after discovering Lazy S nursery. The plants at Lazy S are larger, cheaper and healthier.I am a avid agastache grower and have been unable to nurse several of the extremely small unhealthy plants from High Country back to life.The last straw was when I called to place a extremely large order and the male customer rep was talking so fast that I couldn't comprehend him, attempting to rush through the order "and get it over with".In frustration I asked to speak to another service rep or the manager and he giggled and put me on hold.Every two or three minutes he would pick up the phone and say giggling again "are you still holding". After ten minutes I hung up and started researching and found Lazy S gardens.No more half dead sticks to deal with. My home was on the tour of gardens and I have been gardening for over 20 years. I will never deal with this company again. I consider myself to be an ethical person and would not be writing this in this blog if this rep had put me through to a manager as I requested. On Apr 30, 2009, High Country Gardens responded with: "On May 4, 2009 1:44 PM, High Country Gardens responded with: Dear coco3, |
Negative | vanslix (2 reviews) | On Mar 12, 2009, vanslix Spring, TX wrote: I purchased one of their mason bee homes. The online picture shows a nice terra cotta cylinder with a nice iron holder. What arrived was a tube with a cheap plastic holder. Nothing like what was shown on the website and hardly worth the $30. I emailed them about it and their reply was that I could return it if it was in the unopened package. Well, how could I have known it was different had I not opened the package? And I'd have to pay for shipping for something that was misrepresented in the first place? Kinda counter-intuitive policies for a mail-order company. I gave them a chance to rectify the problem. They didn't. On Mar 12, 2009, High Country Gardens responded with: "On Mar 12, 2009 4:42 PM, High Country Gardens responded with: High Country Gardens stands behind our products. The picture in the catalog and one on our web site are of the actual Blue Orchard Mason Bee Nest. It is made to look like terra cotta, but it isn't. Unlike terra cotta, it is weather resistant to winter and summer elements and made of durable plastic, ideal for withstanding freezing and thawing conditions. |
Negative | shadedriven (4 reviews) | On Sep 5, 2008, shadedriven Copake, NY wrote: I ordered a number of xeric, part shade plants from them in the Spring. A significant number of these came nearly DOA in the midst of a early Spring heat wave and given the Westerrn location of the firm, the plants experienced the maximum shipping time to the Northeast. On reporting the problem they could not replace all exactly, but offered some substitutes in the same color range and environmental compatibility. At the end of the Summer season, I found that six of the replacements/substitutes had died (Penstemon and Linum), while three other substitutes had flourished in the same bed. The company's position was that since the dead ones had been "replaced" once they could not now replace or refund .Another three plants which had not been replaced, but died were refunded. On Sep 5, 2008, High Country Gardens responded with: " On Sep 5, 2008 1:05 PM, High Country Gardens added: I would like to review your order and claim. Please contact me at your earliest convenience. High Country Gardens guarantees to ship healthy and vigorous plants. If there is ever a problem with a shipment it is important to contact us immediately. |
Negative | suel (5 reviews) | On May 20, 2008, suel Vinton, VA wrote: I received 6 Hidcote Superior lavender plants 5/9/08 and they were totally gray & dead-looking. I promply planted them hoping that signs of life would appear; it's 5/20/08 and still NO signs of life. I requested a refund which they granted, but did not get $9.99 in shipping back. I feel the shipping should be refunded as well after receiving dead plants, but customer service refused. I'm VERY unhappy & will definitely NOT order from them again. |
Negative | dannygates58 (17 reviews) | On May 11, 2008, dannygates58 Jefferson, NH wrote: This was the first time I ordered from High Country and it will be the past. I recieved 4 Pineleaf Penstemon and on each between 1/3 to 1/2 was dead and brown and needs to be cut back. The plants are not that big to begin with so It will be at least a year before I get ant enjoyment from them. The Yucca Rostrata I ordered had 9 spikes all of which had end damage between 2-3 inches and it too needed to be cut back in half. Honastly I wouldnt have bought plants of this poor a quality on a 1/2 off table at a retail nursury. They are alive which is why I am giving them a neutral not a negative. I have never had to leave a bad review before. I have photos loaded of what I recieved if anyone is interested On May 19th, 2008, dannygates58 changed the rating from neutral to negative and added the following: Its a week later and the penstemons are now offically dead. Really a complete waste of money On May 11, 2008, High Country Gardens responded with: " On May 20, 2008 3:07 PM, High Country Gardens added: High Country Gardens does have a 120 day guarantee. Please contact us if you would like to process a claim. |
Negative | chefJudi (1 review) | On Jan 25, 2008, chefJudi Sacramento, CA (Zone 9a) wrote: I am a long time customer and have always been extremely happy with both the product and the service. In the winter of 2006 I purchased a large order (over $200) as a gift for my oldest son who lives in Tahoe as a birthday present. He wanted to establish a "wow" garden in his front yard. All the plant arrived in great shape in the fall according to the shipping suggestion for his zone (5 or 6) and we planted all of them according to directions. This garden is under a blanket of snow all winter but last summer almost none of the plants grew. It was very disappointing. Now I plan to try growing things I can plant in the spring and just placed a small order in that regard. This was an expensive NOT WOW experience and it was after any guarantee. It did not turn me off to the company, but I have a hard time figureing out how to use them when gifting someone in a different growing zone than my own. On Jan 25, 2008, High Country Gardens responded with: " On Jan 25, 2008 2:22 PM, High Country Gardens added: We are happy to hear that the plants arrived healthy and distressed to hear that they did not thrive the following year. We are committed to helping you and your gift recipients create xeric garden style in your landscape. High Country Gardens has knowledgeable customer service staff standing by to help create a WOW Garden. In addition we have a tool on our website called the Plant Finder which will allow anyone to search for plants by zone, region and more. |
Negative | Xeriscape (1 review) | On Nov 19, 2007, Xeriscape Tucson, AZ (Zone 9b) wrote: I have purchased plants from HCG repeatedly since 2001 or so and was always satisfied, with a replacement plant or two once in a while. However, in 2006, my order arrived in a pretty sorry state, stems broken off, and wilted. I planted anyway and the plants are still alive but tiny, tiny, grew maybe an inch in more than a year. I am an experienced master gardener and volunteer at the botanical garden, so I am sure it is not my care that is at fault. This spring, I tried again and ordered plants for myself and two friends. More than 60% of the plants died, but their final demise occurred too late to ask for replacements. I noticed when planting that several of the plants had hardly rooted at all. It seemed to me that they were thrown into the pots in a hurry and were shipped regardless of whether they were ready or not. In particular, I've had trouble with the following plants: |
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