Comments regarding Growers Exchange (previously The Grower's Exchange)

Posted on April 24, 2018, updated April 25, 2018
I placed an order a couple of days ago. Shortly after placing my order, I decided I wanted to order something else too. So, I sent them an e-mail asking if I could add an item to my order. No response.

Today, I tried to call them up. They make it EXTREMELY difficult to talk to someone—I pressed several options, and merely got a recording. Then I finally realized that the option to speak to someone is buried way down in option #5. I hit that option, only to get another recording saying they are "in and out because it's the busy season." Sorry, but don't you dare try that flimsy excuse with me. It's obvious that TGE needs to hire MORE people.

I left a message, and if they don't get back with me and allow me to add something to my order, then I will: a) be changing this rating to "negative"; and b) not be ordering from them again.

Placed an order May 1, 2012. I had no contact from the company once I placed my order until I emailed them. Since I received my plant orders from other vendors that I ordered on the same day as this order, I emailed them on May 7th to find out the status of the order. I received a response that stated "Hello: We are just beginning to ship to your Zone. The weather has been a bit unreliable, and we need to make sure that they can ship safely.Thanks for your patience! Customer Support The Growers Exchange 888-829-6201" I thought that rather strange since other vendors had shipped my orders that were placed on the same day as this one, and I received them without issue.

I noticed on the website that at least one of my plants was listed as out of stock. So I emailed them again, "If my order has yet to ship, what is the status then of the plants that I ordered that at the time were in stock and are now showing on your website as "gone"?" To which I received this response, "Hello: If you were able to order them, then they were in stock at the time. Our inventory is pretty up to date. And, as I said, we are hopefully shipping to your Zone this week. Regards,Customer Support The Growers Exchange 888-829-6201"

I thought that response a bit snippy since in the original response no where does it say they were shipping that week, just that they were beginning to ship to my zone.

When I received the plants while they were healthy looking and packed well, they were all so root bound I had to cut them out of the plastic pots since I could not remove the pots without ripping off half the roots that were growing outside the bottom of the pots to the point that the drainage holes were almost fully filled in by roots.

All in all not the best experience with a vendor but not the worst. The do need to improve communication and customer service, in my opinion.

"On May 16, 2012 10:48 AM, The Growers Exchange (aka The Grower's Exchange) responded with:

We truly appreciate your business and your comment about our healthy herbs. We are glad you were happy with the end result. I do apologize for any misunderstanding regarding our shipping process, and we'll work on being more accurate and responsive. Thank you for your patience and honest feedback."

I ordered a Eucalyptus "Silver Drop" and it's arrived in awful condition. The packing job was terrible, I've never before seen a company send live potted plants wrapped in newspaper, laid **on their sides** and buried in styrofoam packing peanuts.

Naturally, when I dug out the plant wreckage greeted my eyes. Half the dirt was in the newspaper instead of the pot, most of the roots were exposed and the plant looks like an elephant not only sat on it but also farted on it. Completely predictable.

I've contacted the company and will update my feedback once the situation is resolved.