Ever Since Gurney's was bought out, the service has failed to impress. I used to work there, back in 98-2000 and I was so hopeful that they would continue the hard work all of the locals had put into it. The last order I had was incorrect, and actually contained items that are not legal to ship to my zone. Then I was told by the rep it was my fault that I opened the package, and there was nothing they could do.
How far the mighty have fallen. I mourn the Gurney's that once was.
On July 1, 2008, Rhubarb1 from Falls Church, VA wrote:
STAY AWAY!! Worst customer service I have EVER seen. I literally have had better experiences with the Department of Motor Vehicles in all 3 states in which I lived. They are rude, disorganized, uncommunicative and apparently unable to ship ONE SINGLE PLANT to us even though they had confirmed our order in writing. Maybe the DMV should take over their business - it would be an improvement.
We ordered $260 in vegetables from Gurneys, consisting of 9 different varieties; all were quite expensive, but they weren't carried by our local garden store and we wanted to pay the premium to get these in time for this summer.
We ordered in May, and were promised delivery of everything by June 13th at the latest. They kept pushing our delivery dates back every time we checked the status of our order, including pushing some back to OCTOBER. The original delivery confirmation and the delivery schedule published on their website list says we should have had our plants by June 13th.
Then, 7 of 9 plants disappeared from their confirmation system entirely!!! The 8th was canceled by post card, and the 9th (Garlic) was pushed back a YEAR!! The customer service agents were completely dismissive and casual about this in spite of our obvious disappointment - they just didn't care.
We called their telephone number June 30th, and the rude reps told us that everything we ordered was out of stock when we ordered it (!) even though they listed ALL OF IT in stock on their website at the time. In fact, their website STILL SHOWS IT IN STOCK!!!
They weren't even apologetic! The customer service supervisor said that we should be understanding because they would have sent us cancellation postcards "someday". I can't warn you strongly enough to avoid Gurneys.
They suck. I called about their blueberry plants and about their shipping timeframe. I went over the fact that I travel all the time. I was told to place the order and put in a specific ship date and everything will be fine. Low and behold, two weeks later, the ship date has passed and I'm told that the items are now on backorder. Gee after I specifically called to ask about those items, you'd think that they'd tell me that they are on backorder. No. I had to arrange my flights around to make sure I'd be home and now, nada. Never again. They are the worst companies I've dealt with. Not only did I not get my plants and order, I had the additional expense of airline change fees. And they had the audacity to tell me that they're not sure if the website reflects the information because their website an antiquated system that's not linked to the company directly. Like that gives me so any more confidence in them. My advice, find someone more reputable. You'll pay a bit more in the beginning but much less headache and cost less in the long run. Never again Gurney, never again.
