Consumer Complaints and Reviews
Stay away from HorticultureSource.com and Secret Jardin grow tents. I ordered a Secret Jardin grow tent from HorticultureSource.com. They drop shipped it from the distributor (FedEx, signature required) who sent another less expensive tent. I sent the distributor's representative screenshots of the product page, a screenshot of the order page, and a manual for the correct product, and clearly explained that they had sent me the wrong tent. I did this about 4 different times while the rep pretended he didn't know what I was talking about and suggested I was mistaken.
This continued for about a week. The rep finally tried to convince me to accept the lesser tent. I finally realized these people are just low lifes pulling a bait and switch. I thought it was over when I began to deal with the HorticultureSource.com representative. Wrong! I got more of the same bad treatment from HorticultureSource.com. After returning the tent and, in the end, they forced me to file a dispute for the charges with the credit card company. Stay away from HorticultureSource.com. You can find other better companies that treat their customers like real people.
I made a large order and it was supposed to be shipped LTL, as 1 complete order. A few days later, the three lightest items arrived, scuffed and poorly packaged. I emailed customer support once a week for a month or so and received no reply. I filed a dispute for the money back for the items I didn't receive. I was not concerned that the items I did receive were in poor condition. I just wanted to get my complete order, but they lied. Forcing me to dig up all kinds of paperwork, and emails that they didn't reply to. It took three months to get my money back. They would reply weeks later every time. They knew how to manipulate PayPal's complaint center to make it a nightmare for me to get a dime back. They tried to get me to drop the dispute but in the end, it was just buying them time with my money. They play dirty, so if you don't mind partial orders, and being left in the dark for months about your order, go ahead.
I made 2 orders. The first was for a total of four items, which had to be shipped by truck. When the truck arrived, there were three items not four. I called and was told one of the items was discontinued. I was issued a refund for that one item. However, it was a cover. Therefore, the reservoir I ordered and received is useless. I asked for a refund to have it shipped back. They take messages and I get emails saying there was a refund of the one item. This was a rip-off, an expensive one as the cover I cannot get. It’s discontinued. I should have been called before shipment. I was not offered any help. Just emails saying one of the items was refunded. I did not get a reduction in the shipping either as one item was not shipped. I was charged over $100 for shipping, but the freight bill I saw said $80; a rip-off.
I purchased a very expensive product. The product was defective. I received runaround for months trying to get a refund. First, they said it wasn't defective, it was. Then they said they sent it back to me, they didn't. They have very poor customer service. Don't get sucked in by initially low price. If you have a problem, it will be a long problem. Delay in production resulting in delay in sales. Partial refund received after 4 months.
I purchased 3 items totaling $28.15. They charged $5.00 low order fee and $17.76 in shipping charges. I was sent an email that my items were shipped and then sent an email that one of my items was recently discontinued and they would refund the $9.10 for that item. I called immediately asking them to just cancel the whole order as it was no longer worth getting $19.00 worth of items with $22.76 in shipping and handling. They let me know it was too late and I could return the rest of the items if I also wanted to pay a restocking fee.
This place is a complete ripoff! I will never use horticulturesouce.com again. I am considering this a lesson learned on my part and I hope that enough negative feedback for them will enable them to get the message of customer service. They should have advised me they would not be able to supply the whole order and let me tell them what I wanted to do about it rather than just sticking me with much undue costs.
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Horticulture Source ripped me off by not sending me an inferior product which did not match the product description. They then would not allow me to send it back to them and would not credit my cash back. They are a very bad business with very poor customer service (actually they have none). I lost out in time and a lot of money.
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