Comments regarding Plant Delights Nursery

I just ordered three fern plants from this store and they arrived in just two days. Their packing is very good and there were no signs of dirt leaking out at all. The plants themselves appear healthy. Also they were clearly labeled, which is expecially important for gardeners like myself with very little experiance. I cannot predict the future but I am looking to have these plants a long time.

I've mainly been shopping from Plant Delights for many different varieties of ferns that I haven't really been able to find anywhere else. I've received them in all of the various seasons of the year, from the dormant pots of "dirt", to the lush full plants of late spring and summer, to the fading end of the season. All have flourished, and spread! I couldn't be happier with the plants I've received.

I just received my first order from this company. I had gotten an email from the company shortly after placing my order stating that shipping would be delayed due to temperatures around 100 degrees in their area. It has been very warm here also (95+) and I was very pleased to see they were being prudent about shipping conditions. I would much rather wait a bit than have plants shipped when temperatures are too hot or too cold. The plants arrived today in great condition, not at all dry or dessicated. I received three large specimens of unusual varieties of yucca. I was most pleased with their size and condition. This company has a very intriguing catalog with some unusal plant offerings. I can't wait to plant my yuccas but am going to wait until they've had a little time to acclimate to their new home. I will definitely order from this company regularly. They aren't the cheapest nursery, but you will discover the reasons why and if this shipment is any indication -- and I believe it is -- you definitely get what you pay for. If you are looking for the unusual and not-so-common, check them out.

I've made many purchases from Plant Delights, both via mail and in-person at their nursery in North Carolina. They've always packaged plants very well and everything I've received has been healthy.

If you can manage it, you should really visit their nursery during an open house. Their gardens are amazing.

I love their catalog! The plants arrived in good condition. They go in the ground today, so stay tuned how they perform! I will say that their packing of plants doesn't come close to the ingenius packing of "Almost Eden." The mailman could stand an AE package of plants on its head and it wouldn't matter due to packing! What PDN says about customers is true about life. You get what you give. PDN was slow to respond to e-mail queries, but eventually they got back to me with an answer to my question. It's hard to remember, but I'm not the only customer to whom they have to respond!

This nursery is the rare example of a business that deserves a rating higher than positive. I strongly recommend Plant Delights as a source for your online and catalog orders. Their prices are reasonable for the quality of the plants and are a much better value than the ones available for cheaper prices from bargain nurseries.

I ordered Cimicifuga racemosa ($13), Begonia grandis ($13) and Abutilon ($12). The Cimicifuga has well-developed roots and top growth of one foot! The Begonia has buds and thick fibrous roots. Best of all is the Abutilon which has a spread of nearly one foot and is hanging with buds. Five days later this gem is already flush with showy flowers.

The plants I ordered arrived promptly and were very well packaged. All were moist and showed no signs of trauma from the shipment. It is evident that care and attention were taken in the care of the plants and in the packing process. Plants were in deep quart nursery pots of thick, quality plastic that I save and reuse for propagating my own cuttings.

The Plant Delights website and printed catalog are both valuable resources for a gardener. I live in New York City (zone 6b/7a) and find that most of the nursery's offerings grow well for me, with the exception of the tropical offerings.

Plants received were very healthy and larger than expected. Shipping was timely and packing was excellent.

Poet's laurel is such a great plant, but nearly impossible to find. Today, I received five very nice, healthy specimens from Plant Delights. Opening that box was better than Christmas!

I also love their catalog. There's good information on many unusual plants and photos of every plant listed. They obviously have a sense of humor as well, which is a good thing and makes for a better read.

I'd definitely recommend them and will be ordering again.

Once again, this nursery has supplied me with unusual plants in fantastic condition and wonderfully packed for survival. One member of this website might object to styrofoam packing but I love it, it makes a reliable substitute for gravel in the bottom of pots and makes the pots easier to carry. Have never had a problem with contacting them or recieving any help/advice.

I have purchased plants from PDN for years. I have always found the plants received to be of good quality and well-packaged for shipment. Are their prices somewhat higher then others? Definitely. But I find that countered by a vast number of hard to find plants. As I am a 'zone bender', many of my purchases are rated for my zone or warmer. I thankfully have not had a reason to complain to them, so I can't comment on their Customer Service in this regard. However, I have called with questions and was always offered extensive detailed help from knowledgeable folks. Definitely a positive rating from me.

Because I live in just about the same zone as Plant Delights it's a nice resource for unusual plants. If they say something will work in zone 7b I can be certain it will.

Some have complained about prices. If you don't like the prices, shop somewhere else.

Some have complained about lack of response via email. Did you try the phone? They've always been very responsive when I've called.

I love their plants and have always received them in great condition, in pots wrapped in lots of butcher paper. I like their brugmansia and albutilon among others.

Posted on February 10, 2003, updated December 29, 2009
I continue to order from Plant Delights because they have many species and cultivars not offered elsewhere. However, the condition of their plants varies from excellent to barely alive, most items are badly pot bound, and the prices are best described as high to very high, especially for new hostas that tend to drop in price after a few years. Moreover, the nursery has a "bump on itself", never failing to sing its praises, even when it is not warranted (does anyone really care how many species the Juniper Level Display Garden has?) The notes on How To Be A Good Customer are unbelieveably patronizing and not funny in the least. As a matter of fact, what passes for humor in this catalog sounds like leftover material from the Johnny Carson show. The zone hardiness ratings are so inaccurate as to be laughable...about the only truely funny thing in the catalog. Raleigh, North Carolina rarely gets below 15 degrees, maybe for a day or two. Just because something survives zero degrees in Raleigh every 10 years does NOT mean it will survive a typical zone 7 winter! I would add 1 or 2 zones to each of the hardiness ratings...the so called hardy Agaves and their relatives MUST be absolutely dry in the winter or they will rot. Many of the other succulent plants offered are not adapted to Eastern winters and cannot take frozen soil and alternate freezing and thawing. None of this is mentioned in the catalog, which would have you believe each of its offerings is on a level with Mother Teresa. So, basically this is a pipe dream catalog, some very good plants, some untested junk, a lot of glowing descriptions and perfect plants. When Plant Delights embraces "real life" I plan or ordering from them more.

"

As Customer Service Manager, I am writing in hopes that dave12122 will read our rebuttal to his "reluctant" change from neutral to a negative posting.

First, I would like to respectfully address the topic of unanswered email. Since I am solely responsible for the disposition of all company email, I would like to clarify how our email is handled. We make every effort to answer all email received within 24 hours from the date of receipt (excluding weekends). There are other methods of communication aside from email that could be utilized to investigate your unanswered mail. However, you have elected to use this public forum to accuse us of a negligent level of customer service. Your post is unfair and undeserved. Perhaps something as simple as the email address was miss-spelled or sent to [e-mail:sales@plantdelights.com] The sales address is used for web confirmations only. The email address that we read and respond to is [e-mail:office@plantdelights.com] We invite you to check your email address on file to make sure you have our correct email address:
office@plantdelights.com If you prefer, you can give us a call at (919) 772-4794.

The next point I would like to address is the condition of the Saruma henryi and Tricyrtis "Imperial Banner upon arrival. All reported concerns are documented as soon as a customer contacts us. We have no documentation regarding your displeasure with plants received in August 2006. It is the customer’s responsibility to notify us if there are any concerns related to plants at the time of receipt rather than ten months later.

I see that we replaced your Arisaema triphyllum ‘Black Jack’ in 2006. Just last week a customer in New York state telephoned to report that her ‘Black Jack’ had not emerged and she was positive it was dead. Today, she called to report that it emerged this week. Perhaps you haven't waited long enough? As noted in the catalog description “…For us it emerges slightly later (mid-May) than most A. triphyllum.” Since you are north of us, I would not count it out yet. The zone information is accurate; perhaps you might investigate by searching for your tuber. You may consider speaking with one of our horticulturist’s on staff to discuss the cause of your problems, but these problems are not related to the plants ability to withstand your temperatures.

As for our Zone ratings, we respectfully disagree. The fact is that Raleigh, NC has had two consecutive warm winters in a row where our low was 15 degrees F for many nights. Other than these abnormal winters, we regularly drop into the single digits. If a plant has not been through a Zone 7 winter, it does not get a Zone 7 rating. You will notice many new listings that are probably Zone 7 hardy, but we still list them as Zone 8 until we can verify that they can stand colder weather. We would appreciate examples of plants that the customer feels are miss-zoned, so we can explain or investigate. There are many factors that influence hardiness other than minimum cold and we encourage the customer to read our article on this subject before claming that the hardiness zones are incorrect.

I don’t even know how to reply to your “unless PDN is being dishonest” comment, so we will not dignify this remark with a response.

With regard to your earlier comment, having never seen the Johnny Carson Show, but knowing it to be one of the most respected shows in television history, we consider this a compliment.

Regards,

Dianne Austin
Customer Service Manager
Plant Delights Nursery, Inc.
"

Fantastic plants, wonderful customer service! Plus the catalog always makes me laugh.

If you grow the unusual and like Zone 8 sub-tropicals, this nursery is what your looking for! The plants are healthy and ready to plant when you get them. Packing and shipping are excellent and their customer service is great. The selection takes your breath away, and although you can easily browse if you like, you can go straight to the kinds of plants you like to grow. The plant descriptions are at once humorous, but tell you how big something gets and what it needs to grow. Everything's there. You just need to supply a good growing place.

I received my order and was delighted with the fat healthy plants I received. I was initially a little shocked by the high shipping costs, $17.50 for 3 plants for Fed-Ex shipping. Yes, they were good sized, but would have easily fit into a flat rate USPS box for less cost. (No matter what anyone says, I have never had a problem with plants shipped via USPS). I REALLY wanted one of these plants and could not find it elsewhere, the others were purchased just to reach the $35 min. order. I have absolutely no complaints about the quality of the merchandise--but with a high minimum order and high shipping costs I will thoroughly explore other options before ordering again.

In the past 5 years, I have spent over $2,000 with PDN and in the past few years, their plants have one of the highest mortality rates of all ( compared to at least 20 other nurseries that I deal with ). I have this year sent 3 or 4 emails asking for help with plants that I have purchased, and have never received a single reply. They used to package their plants with shredded newspaper but now are using styrofoam peanuts, the environmental impact of which is unquestionably negative.

"On Sep 10, 2009 12:04 PM, Plant Delights Nursery responded with:

Dear Kudrick,

I am very sorry to hear that your emails went unanswered. Because of spam filters and a variety of other cyber-snafus, email correspondence is not a reliable form of communication. When your emails remain unswered by us, you can be assured with 100% certainty that we did not receive it. Please give us a call or D-Mail me here on Dave's Garden with your telephone number and I will be happy to discuss any problems you have experienced with our plants. As our catalog states, if we have played any part in the demise of our customers' plants we want to replace them.

Kind regards,

Dianne Austin
office@plantdelights.com
(919) 772-4794 "

I placed my first order with Plant Delights about a month ago. The plants that arrived were very well packed and healthy-- gorgeous chunky roots. Both are planted and doing well. Both are "experiments" (zone pushing), so I'll have to wait to see how they do.

I've already picked out entirely too many plants that I still want to order from PDN next spring... and I'm afraid that list will keep growing! They have some very interesting and unusual plants and I'll definitely order again.

I went to the open house last month. i bought 3 pitcher plants, lady bug, doodle bug, and another i got special that i cannot reveal. but their little bugs are NOT little. Its a huge clump. i will likely be going back next year.

We received large healthy plants, packed well and sent in a timely fashion...Thank you Plant Delights! :)

HI, FROM 24REDLION24, I ORDERED FROM PLANTS DELIGHTS NURSERY. FOR MY FIRST YEAR. THEY HAVE THE MOST BEAUTIFUL PLANTS YOU CAN BUY. THEY ARE BIG AND HEALTHY AND THEY GO OUT OF THEIR WAY TO MAKE SURE YOUR HAPPY. I WOULD RECOMMEND THEM TO EVERYONE. THANKS PLANTS DELIGHT FOR YOUR GOOD SERVICE . RED LION PA

I was a first-time customer to Plant Delights, but I have looked through their on-line catalog numerous times. I was in search of new and unusual elephant ears this year, and PD had one that I could not find ANYWHERE else. I must say they may have the best customer service people of any other company I have dealt with on-line. I was emailed in person not once, not twice, but three times by one of their people... confirming plants were in stock, and making sure the shipping address was correct and shipping time was suitable. I placed my order on a Thursday night, and received a personal email Friday morning! Plants were shipped on Monday and received on Tuesday of the following week! Other communication included automated package tracking and two order confirmations. Carefully packed, plants were in perfect condition with not one leaf broken! I received big, healthy EEs and I am thrilled! I am more than pleased with my first experience and look forward to being a repeat customer in the future. Highly recommended!!!

I purchased from PDN for the first time this year and placed two orders, each for several types of hardy perennials. I received good healthy specimens that were packed with great care. Customer service went out of their way to be helpful when I dropped a last-minute request on them.

This company is run by intelligent, knowledgeable and personable people. Their website copy is exceptionally enjoyable to read because it's smart and "real" and sometimes humorous - not just marketing hype to sell the product. Their eclectic selection of plants includes what you're looking for as well as things you didn't know you wanted.

If you want to deal with professionals, this is the supplier for you. I look forward to remaining a customer.

I rec'd my order from PD just this past week, and was very pleased with the health and vitality of the plants. Each individual specimen was packed with a lot of protective material, and the soil of each item was still moist upon my receipt. I was particularly pleased that the special instructions I had indicated with my order were followed to the letter! I travel frequently, and am always concerned with plants arriving in my absence. When I placed my order with PD, I was pleased to see that this company ASKED if special delivery instuctions needed to be followed. I've NEVER seen this on other sites I've ordered from. I requested a delivery date 2 weeks out, and further requested that delivery needed to be on a Mon, Tues, or Wed. My plants arrived on Wednesday, in perfect shape. I'm delighted with the care this company took to make sure their product arrived in such good shape. I will definately order from them again.

I also have ordered from PDN for a couple of years. Most of the time I have been happy with their plants. This year I was not as happy. Last year I had ordered 5 Cardoon plants and several miniature pitcher plants. None of the 5 cardoon came up this spring and one of the pitcher plants died. I was informed by PDN that my cardoons were not replaceable as I lived in Zone 7a rather than a 7b. I have always felt that zones were to be used as a general guide in planting. Many sites only list me as a 7. To add to that, my area did not have any temperatures as low as the 5-0 temperatures listed for Zone 7b, so my plants should have survived given this criteria. I was also informed that my pitcher plant would no doubt grow upon warmer temperatures. Excuse me, I've been a gardener long enough to recognize a DEAD plant. Even though their prices are relatively high, I have been willing to pay them if I felt their plants were healthy and out of the ordinary. Not anymore.

"On May 27, 2009 11:06 AM, Plant Delights Nursery responded with:

To Karen and Garden Watchdog readers:

We understand how our policy can be puzzling given the extended guarantees that are prevalent in the green industry today. A customer can forget to water, plant in poor soil, neglect to provide winter protection to mention a few, and large garden centers/big box stores will replace or refund with no questions asked. Plants are our only source of income which is why we cannot compete with these long-term guarantees.

Previous to our grower's email reply to you, she reviewed our Cynara cardunculus historical crop data to see whether we had any evidence of plant loss that would coincide with your loss and nothing in our crop history indicated a pathogen that would contribute to your loss. I see that we did replace your Clematis addisonii under our extended dormancy guarantee.

We want to be fair, and in every case we want to replace or refund any plant loss that is our fault. We guarantee our quality, but we do not guarantee that everyone will be successful gardeners. We have killed our fair share due to improper drainage, too much sun, not enough sun, neighborhood dogs, insects, vermin, improper plants for our zone and a myriad of other reasons including quirks of mother nature that no one has control over.

The 5-day policy from a business standpoint also makes good sense if we hope to survive as a company. If a healthy plant is received by a customer and planted, most plants will survive a long list of abuses for a short period of time. Beyond 5 days, the plant is culturally out of our control and scope of responsibility. It is now subject to the care provided by another gardener.

Karen, I apologize for the lengthy rebuttal, but it is important to us that our horticultural friends around the circle understand our logic when questions arise about our limited guarantee policy. I do hope you find this information helpful. Here is a link to our guarantee policy on our website. Our guarantee policy is also attached to the Order Form in the center of each printed catalog.

http://www.plantdelights.com/Catalog/Current/order.html

If there is any service or promise we have not lived up to, please let us know so we can address that as well.

Sincerely,

Dianne Austin
Manager, Customer Service & Shipping
Plant Delights Nursery, Inc.

"

Once again, a stellar experience. Beautiful specimens, terrific protective packaging, and on-time delivery. These are great people with great product selection and customer service.

I was somewhat concerned about ordering from this company because of negative reviews. I was pleasantly surprised by the quality of the product and customer service. I talked to Virginia when I placed order. She was very professional and pleasant. She also called me when they shipped out my order.

I have ordered from PDN at least once a year for something like the past ten years, and I know I can count on them to ship well grown plants safely. My last order arrived surprisingly quickly ( I often order in the winter outside of the shipping season, and therefore have to wait quite a while - this one was really quick ) - it included some very uncommon plants that were larger and more robust than I would have expected for something so difficult to find.

The only drawback is that PDN is often one of the more expensive sources for a given plant ... I might not use them for something that's common. But so much of their stuff is either exclusive or hard to find that I know I'll be ordering from them again soon.

I post this positive review in defense of some of your negative customers! We all know people like that! I too, received a dead looking plant from this company. It's called DORMANT Better to ship that way. Now in late spring it is already 5 foot tall and one of my granddaughter's favorite plants. Named freckles "Polygonum cuspidatum 'Freckles' (Freckles Mexican Bamboo) slide #60264
Sauls Rd

Beautiful plant and Plantdelight's customer service rep called me on the phone to make sure after it broke dormancy that the plant was doing well and I was satisfied. Thanks Toni and Cindi. I have since spent several hundred $$ at this site and have been pleased with every purchase over the years. By the way, there is another open house tomorrow and I'll be there buying again, along with many other plant experts in the area. PDN has nothing but the best in horticulture available. As far as your murderous dead plant killer that left his hibiscus in the baking sun. Tell him to go to Walmart if he wants to purchase a plant in full bloom ready to die. Cause all of his plants will die anyway with his negative energy around them

i was very happy with the plants i recieved from plant delights. they're on the expensive end, but all plants were large and very healthy. all are growing well and most have doubled in size in a year.

Large selection of hard to find material. Received nice healthy plants.

I am delighted. My plants arrived promptly on schedule, well packed, and have already put out new growth.

I've always been pleased with my purchases from Plant Delights, the plants are always healthy and of good size. I've been buying from them for the past 7 years, I was looking forward to receiving this year's order but unfortunately I lost my job. I was able to cancel my order without problem. I value good customer service so they've got a customer for life with me, I will order from them again.

PDN offers high quality plants. I have ordered 10 of their Agave and every one was of the highest quality. Very well packaged and delivered within a day of shipment. Great buying experience A+++

My only complaint is that Tony needs to start releasing more of his agave collection :)

Having ordered from Plant Delights many times in the past. I'd to say that this is an excellent place to buy your plants from. When it comes to packaging , condition plants arrive in and customer service. Plant Delights and klems Song Sparrow are as good as it gets. When a company cares enough to respond to negative email posted here they likely will care about you and your order as well. Good job Plant Delights hope your place weathers the bad economy. Good nusreies are hard to find. Pat

My friend ordered me a few plants as gift and when he gave them to me they were tiny!I asked him how much he paid for them and I was shocked.They were plugs stuck in 4" pots.I did some research and talked to some people and found out that PD buys agaves,hostas and other plants as tissue cultured plugs for 1.75-3.95 and sales them for 19.95 and up!From the plants I got it seems they don't keep them very long.They were alive and well but tiny.They cost 19.95 each plus shipping.I had to grow them all summer in pots before I could plant them out.I ordered the same plants from another nursery and got nice quart size plants for the same price.If you like tiny plants that are bought cheap and sold at a huge markup buy from PD.

"

Dear cowpea 123,

First I would like to express how sorry we are to learn of your disappointment with any plant received from us - especially a plant that was meant as a gift. However, we are a little confused regarding the price you state was paid for your plant. All of the plants we sell are priced even dollars, i.e. $12.00. One of two things could be the case here. Either your purchase was from another company or your friend gave you inaccurate information. Assuming for the moment that you did receive the plant from us, we would appreciate it if you would email us directly and let us know which plant we are discussing so we can look into this on our end. All mail order nurseries world-wide receive liner stock from wholesale companies as well as from tissue-culture facilities. It is not how the plant is propagated that matters, but how well the plant is rooted in and is it of the appropriate size to transplant into its permanant garden home. We guarantee that all of our plants will meet this standard, and if we have failed to live up to this promise, we ask that our customers notify us so we can correct our mistake.
Looking forward to your reply.

Sincerely,

Dianne Austin
Customer Service Manager
Plant Delights Nursery, Inc."

I have ordered from Plant Delights approximately 10 times in the past two years and have always received very good customer service and quick response to any inquiries. The plants received have always been healthy/top quality plants that have adapted to their new growing environment very easily and they never seem to go through any shipment stress. I highly recommend Plant Delights Nursery.

Just received another order from my FAVORITE nursery! Somehow the plants make it in great shape all the way to the west coast. I have placed many orders with Plant Delights over the last decade and have always been delighted! I am a 'plant junkie' to the max and order plants from all over the country (and further)...I really appreciate the fantastic selection (I drool all over the catalogues), the humor, enthusiasm, the personal touches by Tony, the owner and then of course, those wonderful plants that perform so well in my garden after a little rest out of their boxes. I would not hesitate to recommend Plant Delights, I think they're the greatest!

My advice is to order from any of the other quality companies. I order all my plants on line and I was tempted to order from PD due to selection of unusual plants.

I received dead plants, they didn't respond to my email since they didn't answer the phone before I went to work.
They have not answered the first email.

What I received was small dead plants in 4" deep pots for $15.00 each. these were not as described.

Customer service would not replace the plants because they blamed their agent for the condition of the plants. I am still waiting on a refund. We are in our second month.

They were slow to ship, no reply to email on delivery and no customer service. Just avoid and order from several companies that specialize in the unusual.

In the past I have ordered the unusual from Native Plants, Tx Natives, Callaways, High Country Gardens, Sun Shine Nursery etc..... Just avoid PD and save your self the money and misery. I wish I had read the reivews here before ordering because the neutrals and negatives would of saved me.

"

To celticflowers and DGW forum readers:

As customer service manager, it is my responsibility to respond to customer concerns or complaints when brought to our attention by email, phone or via these forums. I will take this opportunity to share a few more details regarding celticflowers dissatisfaction with our policies and service.

Regrettably, our customer did not notify us of his out of town plans. Our website offers all customers the option to choose a “preferred ship week”. We do not accommodate preferred “ship days” unless the customer advises us of special shipping instructions in advance. Further, the paperwork inside of the box states the date of shipping as “EST. DATE” – meaning estimated day of shipping. At no time prior to shipping were we alerted to out of town plans. Unfortunately, we experienced a heat delay the week of 7/21 and no orders shipped until Wednesday (7/23). Once shipping resumed, we selected transit services for every order that ensures a delivery date no later than Friday. In celticflowers case, we shipped 2-day air service at our expense in order to facilitate a Friday delivery.

Celticflower contacted us after his return home and reported yellowing Hibiscus and loss of leaves. For those of you that are familiar with hardy hibiscus, everyone will agree that these are very tough plants and will re-flush easily after stress damage. celticflower was instructed to plant them but refused; stating it was a “joke” and he would not “waste his time”; took an abusive tone with our representative and threatened the reputation of the nursery. Because he was so adamant about not planting them, I agreed to allow him to return the plants to us in tact for refund with the intention to rehabilitate them on our end. He returned them 21 days later, out of their pots (which was unnecessary since he would not plant them), no ID tags, bare-rooted with no moist media to protect the roots. Unacceptable.

Due to the condition of the returned plant material celticflower was advised in writing that we would not refund for plants in the condition they were returned in. Further, we question whether the material returned were the same Hibiscus we sent. (See attached photos).

I would like to emphasize that a polite demeanor and spirit of cooperation goes a long way. We are always willing to do more than our share to meet our customer’s demands – we only ask for a little cooperation. We regret that celticflower chose a different way of handling his disappointment.

As always, we are grateful that DGW offers companies such as ours the right to defend our reputation by bringing the “rest of the story” to these public forums.

Sincerely,

Dianne Austin
Manager, Customer Service/Shipping
Plant Delights Nursery, Inc.

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