Called up requesting a status update on my order after 3 weeks of no response. Was then told that they couldn't refund if the cancellation was made after 24 hours. This is completely illegal and against Australian Consumer Law. Customer service then asked me to email them with a reason for cancellation before they can make a refund. As if to… Read more
say, I was the one that owed them something - they have already charged my credit card and I haven't even received a delivery date.
Again, misleading conduct that is against the customer's legal rights according to the ACCC. This is disgusting and predatory behaviour targeted at a large proportion of their customers who are elderly and likely agreeable and compliant to this exploitative business practice.
Also keep in mind this companies history (based on a quick search online):
- Owed more than $200,000 in taxes
- Workers left unpaid after his previous business went into administration
- Numerous customer related issues - including: taking orders while previous business was failing, refusing to honour gift cards, customers not receiving deliveries (seem's like nothing has changed).
- Links to Scientology (make of that what you will)
Absolutely appalling service and I would 100% recommend anyone who's reading this to stay away. Please support your local small business.
Have just placed an order for $109.09 and have been Charged $120 to ship 5 plants! I am horrified at the over pricing. Very questionable. I have ordered many plants online from other states with minimal cost for shipping. I should have checked the reviews before hand. Big mistake on my part. Will be getting touch with Consumer affairs. Show details
I called Hello Hello Plants and asked if they had 6 Buxus "English Box" Topiary Balls in 13 inch pots and spoke to [Name Removed]. She said she would look and call me back within 40 Mins. She eventually called back and confirmed she did not have them in the 13 inch pots, but had them in the 16 inch pots and the price would be the same as the 13… Read more
inch, being $149.99 each. She confirmed she had 6. I said I would arrive mid afternoon to pick them up as I was a couple of hours away, and she said when I arrive I should ask for [Name Removed]. I drove all the way from Albury to Campbellfield (301kms) to get the plants as I couldn't get them in Albury. When I arrived [Name Removed] asked another staff member to show me where the plants were. We go out in the overflow section (what a mess - odd plants are everywhere and not grouped together). The staff member cannot find them and says I think [Name Removed] has got the plants confused. I said I hope not as I have just driven 3 hours. She calls a male staff member and he said, no they were for Buxus standards, not Topiary Balls. He said maybe we have 2, then says, oh maybe there are 4-5 but the other staff member will have to find them. She tracks down 3, but they are all in different sizes (1 at least 2 metres high and the other 2, less than a metre). The male staff member said we can get some and deliver them to her for $120. The staff member tells him I live in Albury. So he says No we can't deliver. Then he [Name Removed] talks to me. [Name Removed] accuses me of giving her the incorrect information over the phone. I said I was reading it from your Website so No I did Not give you the incorrect information! [Name Removed] said they could order them in and send them down for free. The male staff member snaps at her and says unless you are willing to drive down yourself, then no we will not. I said I have driven over 300kms to get here and 2 two are bickering and useless and the other poor staff member has been dragged into it. And I still have to drive back for another 3hrs (over 6 hours there and back) and there is no way I am buying anything from you people. Your Service is disgraceful. I leave and start driving back. I get a call from some American guy who said the owner wanted him to reach out to me. He said he could order the 16 inch plants and will only charge $200 per plant and free delivery to Albury, but it will take 6 weeks. I said, isn't that so very generous of you. You are going give them to me for an extra $50 each plant ($300 more than quoted to me by [Name Removed]). Not likely and I have paid a lot of money in petrol and also my time to come down here. So how about reimbursement for my petrol and he said no. So I said that is the end of our association. I would not recommend this company. Plants are as scattered as the team members who work there!
Reviews with attachments
Poor quality stock and even worse customer service. I am extremely disappointed with the way Hello Hello Plants handles customer concerns. Last year, I purchased eight Nandina 'Blush' plants for a pathway project. Seven of them are thriving beautifully, but one was clearly a weak specimen from the start and has failed to thrive despite being in… Read more
the exact same conditions and receiving identical care as the others.
When I reached out with photographic evidence of the discrepancy, the experience was a total letdown:
Slow Communication: It took multiple emails and a phone call just to get a basic acknowledgment.
Dismissive Resolution: Despite 87% of my order doing perfectly (proving my soil and care are not the issue), they would only offer a "half-price" replacement.
Zero Accountability: They refused to stand behind the quality of their stock or acknowledge Australian Consumer Law regarding products that are not of acceptable quality.
I have been a loyal customer, but after being ignored for over two weeks and met with a "pay us more to fix our mistake" attitude, I won't be returning. A nursery that prides itself on its public image should at least have the decency to replace a single faulty plant to ensure a customer’s project is successful.
This place has the worst online order ever! I boughts so many plants from them before, both in store and online. But the online orders are always dissatisfied. And then I checked, all 1 star reviews on their Google rating is about online purchase. Show details
- +2
Delivered a substitute without consent and delivered dehydrated, damaged plants. Terrible customer service. Used to be a great place to shop. They also take too long to deliver.
- +1
Terrible service. Plants arrived root bound and dry, all plants started to die within 24 hours. I bought them as mature hoping they would grow quickly. They are not offering a refund, just a discount to buy more, which given they way these have died, I dont want anymore.
Positive reviews
I have always had great service from Hello Hello Plants, their nursery is huge with just about every plant known to man. Wayne from Hello Hello called me recently and fixed a small mix up with good humour, patience and knowlegde, very happy. Show details
Hello Hello had all the plants I needed for a backyard makeover at good prices. Ordered online 10 days ago. I was a bit stressed about the date and time for delivery but as promised plants arrived with a 15 minutes heads up from the driver. Driver agreed to a short detour to get the plans off loaded and was most helpful. Plants were all recently watered and in excellent condition. Looking forward to planting out tomorrow. Thanks Hello Hello Show details
Excellent customer service – Very helpful and accomodating as my initial order was not able to be posted. I was contacted by a staff member who not only reordered the plants I required from their supplier but also arranged a refund. Professional and understanding. The plants were very well packaged, Expressed posted to NSW and arrived the next day and arrived healthy. Very happy customer.
Negative reviews
Dissapointing experience. The lady I spoke with on the phone was really nice to talk to and helpful. So I will say this was the highlight of my visit. Unfortunately on the visit, the plant displays were so overcrowded and looked like a boxing days sale table and the plant range (especially the roses) were completely unshoppable without either… Read more
damaging the plants or snagging myself on thorns. I couldn’t even see where one rose started and the next ended let alone check tags or identify which flower belonged to which plant. The narrow walk ways also don’t help the experience as it’s already overcrowded to the point two groups of shoppers cannot walk down the aisle at a time.
I walked past at least 5 team members and I didn’t get as little as a hello or any kind of acknowledgment. It’s kind of ironic the name of the nursery is “Hello Hello” yet I didn’t get a hello from anybody.
I ended up leaving and going directly to poyntons where I had a much better experience. The nursery was a lot less chaotic, easier to navigate and just felt cleaner and more visually appealing with staff who actually made me feel like a valued customer. Sure the prices are great at Hello Hello but the experience is too chaotic to make plane shopping feel relaxing and therapeutic.
UPDATE 6/02/26
Really disappointing to receive a reply from the business saying they’d love me to email so they can chat about where they can improve. I emailed last week on the 30/01/26 and was promised a phone call from Chris the owner. I have sent three follow up emails to say Chris will be phoning and never had any communication from the business. It’s hard to take the credibility of this business seriously when the owner himself is displaying indifference and is impartial to wanting to discuss an in store shopping experience, nor would I recommend the business to any potential shoppers (friends, family or strangers) as it’s clear they do not go by the so called values they say they pride themselves on. I was hoping this was just a misunderstanding and be given a reason to return to give the business a second chance and hoped build a solid relationship with a new business but when as I customer I am ignored and brushed off it just leaves a bitter taste in the mouth. Seriously, just do yourself a favour and go elsewhere where your time, money and loyalty is valued because it isn’t and will not be at this establishment. It’s quite clear that communication is not their forte and any criticism just goes over the top of their heads. It’s a shame.
As of 4pm this afternoon, I finally received a call. I will not air what the call was about over a Google review: but I will say that an apology was offered and then mid apology an attempt to close a sale with the promise of free delivery as a sign of “good faith” and a bid to get me to return and give the nursery a second chance to make up for a shocking first experience in the nursery on a first visit. Glamourising a free delivery and trying to close a sale mid apology. This is distasteful and shows that this is a business I do not wish to conduct further business with and stand my decision to wash my hands clean of this establishment. It’s a shame as I genuinely wanted to give the nursery a second chance but if money is what they believe to be what it takes to make this right, I am appalled as this is a low ball effort to make an apology transactional.
We contacted Hello Hello to look at placing a decent ($3,800) order for plants. Firstly the lady that answered the trade phone really had no customer service attributes at all. She spoke in one word questions and answers. Didn’t seem to understand what plants we wanted to order. Had no idea of stock availability. We ended up asking to speak to… Read more
someone else who could confirm they had the stock amounts we wanted. After being put on hold she told us someone would DEFINITELY call us back today with stock availability. You guessed correctly, no phone call received days later. VERY POOR!! We will never use them again.
Find out how Hello Hello Plants & Garden Supplies compares to other Garden Shops
Know better, choose better.
Their service is an absolute shambles. I was given a Thursday delivery date but at the end of Thursday when nothing had arrived I phoned them and was told that delivery had been pushed back to Friday. They had my mobile number with the order so they could have easily have sent me a text to let me know. On the phone call I stressed how it important… Read more
it was that I have the plants before the weekend as I had organised help with the planting. I was told that with 100% certainty they would be delivered on Friday. At 4pm on Friday and with nothing delivered, I called them again and found out they hadn't even loaded them onto a van at that point. After a pretty blunt exchange, I was assured that with absolute certainty my plants would be the first delivery made on Saturday morning. At 10:30am their delivery van pulled up and it contained precisely zero of my plants. The delivery driver didn't seem all that surprised. He said they're a contracted service and they're coping a lot of complaints on Hello, Hello Plants' deliveries. The help I had organised had to be sent home. I called Hello, Hello and they said they'd look into what had happened and get back to me. I didn't hear back from them. At 1pm on Monday, I phoned them again and for the umpteenth time I had to explain the whole sorry saga. It seems that every time I call someone different handles the issue. Anyway, they're now promising to deliver on Tuesday - I'm not holding my breath.
Recent reviews
I remember going to the old place owned by Chris and Marie years ago which was a good experience all around. Service was good but most importantly the plants were healthy. Made the mistake of relying on the website to compare this place with Garden World. Plants seemed well priced or comparable. I clearly fell for the marketing as I am apalled by… Read more
how bad this place is and how different it was to the website. Overpriced and unhealthy is how I’d describe most of what I saw. Goodbye Goodbye I’m not coming back.
I run a Horticulture business and the plants I ordered from these guys were shocking. • Trunks wonky on established trees • Massively overpriced • All plants were root-bound The guy who delivered them didn't know any of the plants and almost forgot to give me 5 trees from the back of his van. Support your local trade nursery instead.
Appalling customer service. Delivery dates are promised but never eventuate. Excuses are made “waiting for our supplier”. Customer service non existent - make you feel that you have made mistake by placing an order with Hello Hello. Ordered 24 plants worth $400 promised delivery dates which do not eventuate. Have requested a refund and if it does not happens I’ll be following up with Consumer affairs. NEVER AGAIN ! Show details
Rubbish plants bad service – Purchased some pittosporum hedge plants. We got every excuse why the order was being delayed. Eventually they dispatched out plant that evidently came from a supplier they Normally don't use. 3 days later they arived dead. Emailed and called them several times and they blamed everyone else. No refund no replacement just bad luck. Do not trust them.
- +2
Buyer beware!!! – Be very careful buying from this company, apparently half of a grafted tree broken upon delivery is considered “fine” by their “tree expert” and not worthy or replacement after viewing the photos, Second and last remaining graft has since broken off. Charged me $150 for delivery of 2 small trees. No email reply for 2 weeks and unhelpful staff… Read more
makes this a terrible first experience buying from this place. I would recommend looking elsewhere, I wish I viewed these reviews before purchasing.
OK experience but would be unlikely to return – I ordered three bacopa plants for home delivery. One of them had a moderately severe infection of black spot and another one had several leaves with small white eggs on leaf undersides. Needless to say, I didn't wait to see what these little eggs will hatch into! If you order from this place, make sure to inspect and quarantine your plants before… Read more
introducing them into your garden. Delivery and customer experience was very average, with no communication about when plants might be arriving until, five days after placing my order, I inquired directly. On the day the plants arrived, I was given only 8 minute warning that the delivery was on its way. We live in an apartment block with residents-only access, so someone needed to be home to accept the delivery. Too bad if we were not nearby! Better communication about date of arrival, followed by a text on the arrival day with estimated time of arrival would seem like a small thing to do to improve customer experience. Overall, an ok experience but I would not be likely to either return or recommend them due to very average customer service.
- +3
Very poor – Not Great. Bought 7 x ornamental pears at $130ea. Unfortunately 2 are dying and I called 5 times and every time took my details and was told would get a call back which never happened. Went back to the store where once again took all my details and told would get a call back. When shopping at this establishment have a good look around before you buy. All plants are in very poor condition and they take no responsibility.
Amazing service – Wayne was friendly and knowledgeable. Provided excellent assistance in choosing the right plants especially iceberg rose bushes. Thanks Wayne
Find out how Hello Hello Plants & Garden Supplies compares to other Garden Shops
Know better, choose better.
Don’t order online – Why is it so hard to send an email letting customers know their paid orders are ready for collection? This has repeatedly happened to me. Then you have to wait 10-15 minutes at the store because the staff struggle to find the order in what seems to be a chaotic system. Good range of plants but needs new management.
Misleading customers in terms of products – Just be careful when you buy plants from this stores.About 4 months ago, I bought a supposedly red rose and it turned out to be small white rose priced at $69.99.See photo.
Review Hello Hello – Excellent service from the staff at Hello Hello, and in particular Wayne who was very knowledgable and extremely helpful. Would highly recommend. Show details
Receive very sick plants from this business – Order three weeping lilly pilly 100ltr pot and receive 3 very sick plants all with problems of psyllids and fungus diseases. Plants is not healthy at all. I couldn't give o stars here otherwise I will give 0 star. I should have look for the review before I order.
No delivery despite payment in full – After 3 weeks, 3 emails and a phone call, I have not recieved the products I ordered or any responses to my queries of when delivery are going to be made. It is poor customer service.
Eventually, someone responded to my multiple requests for information and they refunded my money.
Service and customer satisfaction – I recently had a wonderful experience in regard to changing a couple of trees that I had purchased and delivered on line. Wayne was so helpful and kind. It’s an absolute pleasure dealing with someone who can get things done in such a professional yet exceptionally friendly manner. Thank you Kara Show details
My experience – I normally can’t be bothered with reviews, my experience at hello hello today was shocking. I asked twice for help to get staff that couldn’t be bothered helping even though they didn’t seem to be helping anyone else. Great range of plants but good luck getting any helpful help. My advice not much cheaper, if any than Poyntons nursery but experience at poyntons is way more helpful and knowledgeable. Show details
APPALLING SERVICE AND PEST INFECTED PLANTS – Hello to the most appalling customer service, stock health and after care. They suck you in with their promise of cheap and beautiful plants especially their Lilly Lilly's 'Neighbours be gone' but be aware that they are FULL of psyllids. I purchased on two occasions unaware of the infestation degree and was first told they would refund the plants… Read more
(IN WRITING) then have back tracked and said I picked them so it's my problem. BE AWARE OF THEIR QUALITY AND SERVICE. ABSOLUTELY SHOCKING. BUY ELSEWHERE.
don't order online !! ever – i hope no one go through what i went through online order !! very un organised and unprofessional to deal with basic order .. and after more than 2 weeks failed to get and delivered , had to cancelled and get my money back !! never to deal with stupid hello hello thing !!! at the end all they tell you , you are right , we can refund you or wait… Read more
more !! no thanks i want to get out of this ridiculous business!!
if there were option of half star , i would rate you with that !!
Extra Information
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
As follow up, to their credit, Hello Hello plants did organise shipping at a lot cheaper rate. So thankyou.