Comments regarding GreenhouseMegaStore.com (IGC)

I ordered a custom made 14' x 14' decorative brown 70% shade cloth to go on top of my pergola from Greenhouse Megastore. Seemed to be well made and high quality when I put it up. Was cloudy and overcast that weekend so it was a week or more before I had a chance to experience it at mid day on a sunny day. Was VERY DISSAPOINTED in the amount of blocking of the suns rays it provided. I contacted customer service and provided a photo showing the sun overhead one day. The difference between the wooden slats and the sun shade were day and night in contract. No way anyone would call this 70% shade. Very bright and hot with this minimal coverage, you can still see the blue sky through it. I understand issues with returning a custom made product. I was given a 10% discount as a result which is hardly a satisfactory response. The manufacturer of the cloth said they did rigorous testing. The lighter colors just don't provide the coverage as the dark. I have some black cloth I have used seasonally for years that still provides more shade than this does. I asked about staining, dyeing or painting and was told I could damage the UV protection. When I order something to replace this it will not be from Greenhouse Megastore that is for sure.

Posted on July 11, 2017, updated July 11, 2017
Posted on July 11, 2017, updated July 11, 2017
Posted on July 9, 2017, updated July 11, 2017
I have a hearing loss and learning disabilities so please excuse any mistakes .I contacted this company and spoke to Ryan explaining that I needed some fabric or shield to put on my RV shelter in order to block my RV from being seen so much darker would not know whether I was home or gone. He was kind enough to give me a military discount. However, after one month my products still have not arrived. I sent an email to the company and then received my products. Unfortunately, the product was not the proper measurement as Ryan made a mistake which he later admitted. I called the company and told them this was the life safety issue and it was orange and I get this resolved as quickly as possible and the receptionist assured me she would message Ryan and he would contact me as soon as possible however my calls and emails went on answered. I contacted the actual manufacturer green tec and they said they would remake the products once the original company contacted them and I would not have to worry about sending back the one with the mistake. Later I put the material in front of my RV shelter and it was clearly see-through and was totally useless for my purposes. I will say the product was well-made by the manufacturer but would clearly not work for my needs. After many unanswered emails and phone calls I finally was able to speak to Ryan who admitted his mistake. he wanted me to ship back the one material I did not come in a box nor did I have a box in addition my hand is fractured and this wasn't my mistake. He said I could just take part of the loss and he will take part of the loss and he would refund me $86 but when I looked on my bank I only received $50 back and I was beyond furious as I can understand people making a mistake but I cannot understand people deliberately lying . This situation has caused me so much stress as being a previous client victim that I had to seek medical treatment. I made repeated calls and send emails including to the company president and did not hear back until finally I heard back after posting on Facebook. This is now the second weekend including the holiday weekend that I've had to deal with this issue and have been out my money. I now have to get different material from another company and wait longer put in the safety of my military service dog and myself at risk and in addition putting me into financial difficulty. The other issue I have is that you cannot actually post reviews without them approving it on their own website so in no way would I ever trust their reviews because they're only of course going to put positive reviews. I have filed a complaint with the Better Business Bureau, written several reviews including on Facebook. I have asked that Ryan in no manner ever get in touch with me again and the commentator a Facebook assures me somebody will be in touch with me soon after the weekend. I will have to see if that will actually occur. I hate to have to go through trying to file a charge back which could take months or take legal action as it would cost me more than the actual products. Again, I can understand individuals making a mistake but I cannot understand people lying to me and not taking full responsibility for their mistake and wanting me to have to waste more time and effort in order to cover their error I would highly recommend you take your business to a company that stands behind their product and has morals. I also contacted the president of this company I have yet to hear back so we will see what next week brings as I cannot state how much stress this situation has caused for me and my service dog

"On Jul 11, 2017 6:52 AM, GreenhouseMegaStore.com (IGC) responded with:

We have been in business for 24 years and during that time had the privilege of helping over 670,000 customers discover the joys of horticulture and greenhouse gardening. We are not a perfect company and despite our best efforts we make mistakes from time to time however we have always been committed to doing everything within reason to make things right as evidenced by the fact that we have refunded this particular customer in full even though she was unwilling to allow us to fix the problem or have the product picked up for return.

However, over all of those years and with all of these customers this is the very first time our company:
- has been accused of putting a customer's life in "jeopardy" because her shade cloth was the incorrect size
- had a customer claim they were in the witness protection program
- had a customer claim that we didn't care about her dog (we love dogs here at the GreenhouseMegastore!)
- had a customer send over the top messages to our company President's personal Facebook and Linked-in accounts
- had a customer claim we were not Christian enough

In conclusion, we believe we have gone above and beyond in servicing this customer and trust our future customers to make their own determinations about the circumstances surrounding this particular incident. "

This company is the worst at customer service!!

I started calling the Greenhouse store in Sacramento, on a 3 way call with my Project Manager Casey, where I placed my original order, today at 1:45PM, when I received my products, to tell them both products I ordered were damaged. I dealt with my original salesman, Ephrem.

Apparently Ephrem is new and not very knowledgeable. When I asked questions about my order, that he couldn't answer, he finally let me talk to Nathan, who was more informative and answered my question.

I ordered clear film and black & white film for over $2500.00. Both films had puncture holes in them. In the meantime, I'm paying a crew on standby to install the films on the greenhouse today.

After being treated very rudely by Ephrem when I asked to speak to a manager at the store, I was refused and hung up on! When we thought it was a mistake, we phoned back, and no one answered the phone?

This is not how you run a business. This not customer service.

I then called the customer service number, and spoke with Sarah, who assured me she would get my situation handled immediately and would pass it on to higher management. Additionally, I complained about our salesman Ephrem, hanging up on us, and not a competent salesperson, she told me she would pass it on.

Sarah phoned me back to ask if we notated damage on the invoice, and took pictures. We did both. She then, told me again, she would work on this, and some type of compromise, and get back to me.

Not only did she to NOT get back to me, she had Ephrem phone back the project manager, Casey to state he couldn't do anything, tried to sell him an inferior product, and would have no information until Monday.

I tried to call Sarah back in customer service, spoke with Gina, and was told she wasn't available, but someone would get back to me.
I called 5 minutes later and they were closed!!!

I'm extremely upset at the follow through and Lack of customer service.
Not to mention the money wasted on a crew that could not install the films.

I would like a Manager to call us back.

"On Jun 16, 2017 2:56 PM, GreenhouseMegaStore.com (IGC) responded with:

We have resolved this situation with the customer as evidenced by the follow-up post on our Facebook page [HYPERLINK@www.facebook.com]

‎Christy Bono‎ to Greenhouse Megastore
3 hrs ·
I'd like to post an update from my previous complaint re: Customer Service.
Ben George got back to me, and was very caring and attentive about my situation.
He discounted my purchases, and really cares about the Company's reputation.
It's rare that an owner goes out of their way to rectify a problem, and It restored my faith in mankind.
Thanks again!
"

First off, in this day and age be very cautious of a company that does not allow real reviews on their own web site. Also, be very aware, that if you do business with this company, be prepared to be frustrated. I own a farm and I am very familiar with hoop houses or high tunnels. We use them a lot and for many different purposes. We run a u-pick farm and so I have plenty of people to show this particular hoop house to. The standard construction is basic, you have a bunch of predrilled, pre bent galvanized pipes that are assembled for the hoop part and then a bunch of purlins to hold it all together. Go to their website. Look at the hoop houses and photos. They include pictures of the round and square tubes. You may think that you are purchasing a standard hoop house with round pipe sides and square pipe purlins. There are no detailed pictures of any of the houses. Just basic blurry photos that you cannot make out. Because what you actually get is some stamped flat galvanized steel for sides and likewise for the purlins. They throw in some cheap strapping material that showed up bent and unusable. Buyer beware. Oh, and just try to get in touch with customer service. Good Luck. Picking season has started and I am posting a laminated copy of the website and the condition that material showed up in, just to inform my customers what to expect if any of them decide to order from Greenhouse Megastore.

Posted on July 15, 2015, updated July 15, 2015

"On Jul 15, 2015 1:09 PM, GreenhouseMegaStore.com (IGC) responded with:

Our company has been in business for 22 years and creating happy, satisfied customers has always been our highest priority. We do not claim to be perfect but always strive to do everything within reason to achieve this goal. Our interaction with this particular customer was anything but reasonable and we too are very disappointed with the outcome.

The simple facts of this transaction are clear: the customer ordered a $549 Palram Mythos greenhouse which was shipped to him in a timely manner. The customer received the greenhouse less than a week after it was ordered and proceeded to assemble it. Part way through this process the customer decided he did not like the greenhouse and contacted us for instructions on how to return it.

Unfortunately the customer did not keep the boxes that the greenhouse was shipped in which means that it could not be returned as a resellable product. Our return policy does require that any of the greenhouse kits we sell be returned in the manufacturer's original packaging in order to receive a full credit. When this does not occur, we normally assess a 15-20% restocking fee since the kit can not be sold as new. We offered to reduce this restocking fee to 10% - around $55 - as long as the kit was returned to us in any manner the customer deemed most expedient. We even shipped the customer replacement boxes at our expense to try to make this process as simple as possible.

Despite our efforts the customer was extremely upset that we would not pick these boxes up and refund the full purchase price of the greenhouse kit, even though we had fulfilled his order exactly as requested. The Palram Mythos kit in question is one of the more highly reviewed kits on our website and is not unusually challenging to assemble compared to other kits in this price class.

As of the writing of this response we still have yet to receive this kit back from the customer. However, once it is received we will gladly waive the 10% restocking fee and refund the full purchase price back to his credit card because we are indeed committed to providing good customer service."

Very disappointed. I ordered "Root Pouch, 15-20 Month, Black" but what I received was not what they have pictured. If you go to Root Pouch official website you will see the item that should be pictured. I contacted greenhousemegastore severely times about this with no response via email. I even used their online contact form, which gives them no excuse for not replying. I also used two different email accounts to make sure they got my email. I also contacted Root Pouch directly and told them about this & they did not reply either. The picture is still misleading on greenhousemegastore.

I am highly disappointed with both companies & will not be purchasing anymore Root Pouch items or any item from greenhousemegastore

As Emoock said they do not reply to complaints & have poor customer service. I also want to add that I wrote a review for this item & they did not post it.. If you read the reviews for this item you will see someone else had complained about this. Wish I would have read this before hand, but this is the first time I have had any problem with Root Pouch. This is what the other reviewer had to say:

"I bought this product in the set of 50 3-gallon bags for a large project. Assuming that the 3 gallon bags were represented in the photo by the largest bag with handles, I was very disappointed when they arrived and I found that the bags are very thin felt (some almost tear when picked up by the upper "lip") and DO NOT have handles. These are about the flimsiest bags I've seen. Unfortunately, my timing didn't permit returning them and finding something better. I am hoping that they will be adequate and last through the season"

"On Apr 22, 2014 3:17 PM, GreenhouseMegaStore.com (IGC) responded with:

Our customer service department received an email from this customer on 2/18/2014 at 12:22 AM stating that the customer had received the incorrect product. Links to the product the customer thought had been ordered were provided in the email.

Upon review of this matter, our customer service representative noted that the customer had not ordered the same product as had previously been ordered and that the customer had entered the items incorrectly. At 7:45 AM on 2/18/2014 the following response was sent to the customers email address on file:

Case #2505
"Good morning, on this current order you purchased the Black pouches, what you had purchased previously were the Grey. Please send the black pouches back to the address below with RMA # 3626 on the outside of the box and we will be happy to issue a credit for the purchase price. If you wish to do an exchange please let me know the size and quaintly and I will be happy to do so once we receive your return."

A later email was received from the customer on 2/20/2014 stating that the initial email from 2/18/2014 had links that were not to be opened due to inappropriate content. The same links had also been added to the product review on the product page. Due to this content, the post could not be approved.

The customer did not attempt to return the product or exchange the incorrect product ordered. "

This is my 4th domehouse (previously purchased them from Home Depot and Sears). I have erected all of them by myself without help of my husband. I have also helped friends erect theirs that they bought after seeing mine. I have video and photos clearly showing the problematic merchandise I received thus rendering it unusable and I tried to resolve it by first contacting company. After no response I took it up with Amex on November 1st. On December 5th (35 days later) I received my first correspondence from company about the highly defective merch. They asked me to return it, I asked for another box in which to put the 70lb item back in as I could not pack it back to it's original "compact" form in the existing box. After finally speaking to someone there today I was curtly told that I had already once been told they would not send a box. I really don't recall that or I would not have just left $349 dollars of merch in my gazebo just for the heck of it. Regardless, she did not appear to show the least bit of concern or compassion for the situation and was adamant that she was right and I was wrong. I am sure they will have a "logical explanation" in the form of a rebuttal to this comment but let's just say I will forever purchase large items like this from now on from Sears, Home Depot, Lowes, etc... who truly give no hassle returns and are always close by and easy to return to. I did purchase my replacement from Sears. I wondered why it was so inexpensive through this website. Now I know.
(rebuttal sure to come)

On Friday, June 24th I ordered some Alumanet Shade Cloth from this company. I was told that it would be delivered on Thursday, June 30th. It was not delivered then, but following the tracking number, I saw that it was due to arrive on Friday July 1st. After talking to Fed X three times today and finally talking to a supervisor, I was told the reason the package has not arrived--even though it has been on the truck since 6:41 this morning, (It is now after 6:00 pm here) is that whoever set up the delivery used HOME delivery instead of business to business. If they had used business to business the package would have been delivered much earlier. The business to which the package should be delivered closes at 7:00 pm and the driver has until 8:00 pm to deliver so it is not looking good for receiving the package on Friday--even though it was promised for Thursday.

I called the company and asked for my representative twice this afternoon. The answering service insisted that they were working until 6:00 pm central time, and I was calling a full hour and a half before they were supposedly going to close. No return phone call.

I wanted to know what the problem was with the delivery and also why I was charged Washington state sales tax since the company apparently does not have a physical location in the state of Washington. But no return phone call. I also wanted to know why the tracking history of the package originated in OREGON, and then went across country to the mid west before returning to Washington state.

I do not understand why a representative from this company would not return my phone call and explain the issue with non delivery and erroneous sales tax.

"On Jul 28, 2011 2:37 PM, GreenhouseMegaStore.com (IGC) responded with:

The customer contacted us at 4:19pm (central time) on July 1st. Unfortunately for this situation we closed at 4pm that day to give our employees an early start on their 4th of July holiday weekend and failed to inform our answering service of this fact. As such the customer's frustration in not receiving a phone call back is understandable and we are sincerely sorry for causing this unnecessary stress. We accept full responsiblility for our error and have refunded this customer 50% of the purchase price of her order as compensation for this frustration. We have implemented new procedures to make sure this type of oversight doesn't happen again.

In regards to delivery, this order shipped via Fedex Ground only one business day after being placed with our company. Since the customer did not provide a business name with her phone order, the shade cloth was shipped using their residential service. Fedex tracking shows that the item went from Illinois, to Oregon and then to Washington state so it appears there was not any problem with delivery.

As far as sales tax goes, although we are now based in Illinois our business was started in the Seattle area in 1993 and our company is incorporated in Washington state which is why we are required to collect and report sales tax there. We know this sometimes confuses our customers but there is nothing we can do about it.

We here at the GreenhouseMegastore will continue to strive to make sure we have the best products and customer service in our industry."