Review Time
More than half my order arrived rotten, and it took over a week to sort it out with customer service. Customer service felt sloppy, and it took a long while to get all the details right, even though I outlined it clearly for them.Based on what I got, the issues after, and my experience with customer support, I don't know if I would recommend shopping here. This is my fifth or sixth order with them and the quality have severely gone downhill.They are getting two stars as I did end up getting a refund for the defective products, but that should definitely not take over a week to arrange.Edit after the business response:I ended up not getting a refund for all the defective plants I mentioned in my emails to customer support. At this stage i am over it and will take a loss. As I did not get refunded for all the defective items I will lower my star amount to 1.The response from plnts almost feels mocking, as it's just a repeat of what I have said myself followed by a "we understand" basically. It just feels like no ownership is taken.So to summarise: I would not recommend taking your business here, as I will not do it myself again.
I've ordered a few times from here and think they have lovely plants.A couple things that strike me as concerns are the limited access to customer services (especially that there is no one working on the weekend) and website functionality. If you place an order and for some reason need to make an adjustment, it's not possible. Customer service "usually respond within 48 hours of receiving the request" puts you out of luck as by that point the order will "already be dispatched." Mind you, that is only 48 hours during week days, weekends are excluded.-----I placed an order on a Friday and wanted to add an additional plant. A few hours later I made an additional order and reached out to customer service to combine the two. (No way to add to the order even though I had selected a week in advanced for delivery date.) Since customer service is not available on weekends, by the time someone replied it was too late and was charged twice for shipping two separate orders. I was told I can refuse the shipment, which could take up to 3 weeks to get the refund. Though with the way EVRI works, it was all or none. So I was forced to accept both packages. -- I'm not sure how long it takes EVRI to get the shipment back. However, it seems they would rather receive a sad/dead plant back (traveling in the cold/dark for multiple days) than to be reasonable about the limitations of their website functionality.I understand that once something is getting packed up and ready to ship that there are no changes to be made. It's fine that people don't work weekend, I absolutely respect that. But if no one is packaging my order and it's not even going to be looked at by a human for a few days - you should let me make amendments to my order. Especially if I’m adding more to it.I did include a heat pack in the original order, but not in the second one as I expected to be able to combine the two. Fortunately the order did show up without any damage. (I'm speculating, but questionable if they would have covered in their 30 day as there is probably some fine print somewhere that that I took that risk by not including.) Though I can say that when the package arrived the pack and plants were totally cold. I suppose it could mitigate total damage of plants, but if your tropicals get cold, they are going to endure damage - even if it's only for a short period of cold.----My previous orders have been larger plants, and this is the first time I've ordered one of their baby plants. I was genuinely surprised to receive a plant without a pot. I have ordered garden plants online which arrive without anything, but that makes sense as you'd be planting them out. This is definitely not the case for house plants, so now I need to go find a 3cm pot, which is going to be a challenge.Would I order from here again? Probably not - though the plants they offer are nice and good prices, it's not any more competitive than other sellers. The lack of flexibility of customer services regarding the double shipping even though I was adding extra to my order has really put me off.
I'm a returning customer at PLNTS, for several years now. I like their website, assortment of plants, how well they pack&ship your order. And I have not needed their customer service often, but any contact I had was pleasant. Very happy to shop there and lots of happy plants here.
The plant arrived damaged due to poor packaging and generally not a healthy plant. I shared clear photos but was refused a refund or replacement. ——Edit: after a couple of emails I was offered a refund in full for the planty. Nice.
03/04: Ordered two pots09/04: Received two pots, one of which was broken09/04: Immediately alerted the support : no response11:04: Alerted the support again : no response12/04: Finally received a refund offer, to which I responded that I would prefer a replacement pot : no response16/04: still no responseI don't believe that there is anyone working at this company, else they are all alone - did I say terrible support ? I meant practically non existent
After three weeks, my order finally arrived. Unfortunately, most of the plants did not survive the journey-they were damaged and in very poor condition upon arrival. It was clear that the courier did not handle the package with the necessary care. In fact, even in front of my house, the delivery was quite rough, despite the package being clearly marked as containing live plants. That said, I want to highlight that the company itself responded in a very professional and respectful way. I received a kind and sincere message of apology, which truly appreciated. Their communication and attitude showed genuine concern, and that means a lot to me as a customer.fully understand that sometimes things go wrong during transport, and I don't blame the company for what happened. My intention with this message is simply to clarify the situation and explain why l've decided to update and adjust my original review. Thank you again for the care and professionalism in handling the issue- truly hope that future orders will go more smoothly.Old review:It has now been two full weeks since I placed my order for a few plants from this company, and I can honestly say that this has been one of the most frustrating and disappointing online shopping experiences I’ve ever had. From the moment I paid, communication has been absolutely nonexistent. No confirmation email beyond the initial receipt, no shipping update, no tracking number – absolutely nothing.I’ve sent four separate emails over the past two weeks, each one polite but increasingly urgent, trying to get even the slightest update about my order. All of them have been completely ignored. I also tried to reach out via their website chat, which seems to be more of a decorative feature than an actual communication tool. There’s no sign that anyone even checks it. No one has responded there either.The complete silence is the most disturbing part of this experience. If something went wrong with my order, I would understand – delays can happen, stock issues occur, people get busy – but the total lack of transparency or effort to communicate is unacceptable. I’m now at the point where I genuinely doubt whether I’ll ever receive what I paid for.It’s incredibly frustrating to be left in the dark like this, especially after spending hard-earned money. I don’t know where my plants are, when or if they’ll ever arrive, or even if I’ll be able to recover my money. With no communication, I’m stuck wondering whether I’ve just been scammed.This is not just about a delayed delivery – it’s about trust. When you buy something online, you’re putting your trust in that company to fulfill their end of the transaction. This company has completely broken that trust. Their customer service (if it exists) is utterly unresponsive, and that reflects a total lack of respect for their customers.To anyone considering ordering from this company: think twice. No matter how attractive their products look on the website, it’s simply not worth the risk if they can’t be bothered to communicate with their customers or even acknowledge their existence after taking their money.I sincerely hope they prove me wrong and deliver my order – or at the very least respond and offer a refund – but given the current silence, I’m not optimistic. Until then, I strongly advise others to stay away. There are plenty of other plant sellers out there who value their customers and run professional, trustworthy businesses. This, unfortunately, is not one of them.
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