Review Time
We ordered xeric plants for our arid Central Valley Utah area, based on zone and soil type (clay). We purchased a pre-planned garden, and they substituted one of the plants with another plant that is supposedly not suited for clay. In addition, we received the plants a week earlier than planned, leaving us scrambling to get the area ready. I tried calling them with questions about amending the soil and waited on hold for 3+ hours after which I was automatically disconnected. I called back and was told by an automated message that it would be 12 min. Now going on an hour! (I did email but received reply that it would be 4 days for a response!!)
Purchased some xeriscape lawn seeds through their online store and something came up that I was unable to use them so I decided to return them. I couldn't find anything on their website about how to return products so I used the chat function to ask about making a return. I had to wait over half an hour for someone to send me a copy-paste response about making returns. A couple days later, I shipped the items back and shortly after sent an e-mail with the tracking number, as instructed. The next day I received a reply that my refund is being processed, but it was over $16 less than my original total with no explanation of why. I reached out to ask about the discrepancy and about an hour later I got a response that it was because shipping is non-refundable. The area on their "Guarantee" page that explains this is separate from the "Returns" section, which I feel is misleading. I pointed out that the discrepancy still did not match with the original shipping cost and again had to wait a long time for a response, which was that the additional $1.23 was for tax on the original shipping. Since I had to pay to ship back my return, I am now out nearly half the cost of my order in the first place. It would have been much better for them to explain in my refund confirmation why there was a difference in the amounts and for the returns process to be easier for customers to know the whole process without reading the entire "Guarantee" page and waiting 30+ minutes to get a pre-written response about how to make a return. Overall, I think it unfair to have to pay for shipping both ways and the level of customer service is very poor. Do not recommend.
They sent me plants that had a fungus or mildew that appeared within a couple weeks of my planting it. I sent them pictures and they sent me an email basically about how I need to learn how to grow plants (my fault the plant was sick). I have been successfully growing that particular type of plant for over 15 years and have never had trouble. I had to destroy the plants I purchased from them so that the fungus wouldn't spread to my healthy plants. High Country Gardens did not send me replacement plants nor did they give me my money back. That was my first and last purchase from them.
I placed a large order with the plant nursery. The plants on the catalog are expensive for the size you get. The plants were well packaged, but the plants were fragile and did not take the trip well. Two of my three Apache Plume died. The three Seafoam Artemisia are barely alive; I hope they recover. The Pawnees Buttes are two inches sticks. For the price, I expected much bigger plants. I will not order again from this company. The nursery has a good variety catalog, but prices are too high for what you get; especially if the plants do not survive because they are just small little plants.
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At High Country Gardens we offer plants, products and information that support long-term ecological balance and builds and sustains the love of gardening for generations to come. Our mission is to improve the earth one garden at a time.
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