Burncoose Nurseries Online - www.burncoose.co.uk

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★★☆☆☆
2.4
34.0% of users recommend this
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Latest Reviews

“First time order.”

★★★★☆

written by TP55TOM on 13/03/2023

I have been looking for a nursery to supply me with two shrubs, a Pittosporum Tenuifolium and Philadelphus. Having spent 2 hours trawling the internet I came across Burncoose Nurseries, I called to check availability and was greeted by a most helpful young lady. She patiently check the stock and also made alternative recommendations, as I was unsure of height growth of one of the shrubs. Not withstanding the nursery receives some poor reviews, If the shrubs and the delivery is anything like the quality of service provided when ordering, I will be delighted and will duly leave appropriate feedback. Thank you young lady for your kind assistance, sorry I’m not allowed to mention you by name.

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“Very poor customer service / complete lack of...”

★☆☆☆☆

written by ELMP on 28/03/2019

After complementing the nursery on both their range of plants and the information available for each one at the time of ordering, I have now completely changed my mind about this company. I ordered 3 plants- all in stock. Yesterday I had a message from both nursery and courier to say that my order had been despatched but was shocked to find when I arrived home that I had only recieved 1 plant. At this point I thought two had gone missing in transit. I have spent the last 24 hours trying to sort this out but not once have I managed to speak to anyone from the nursery. Their phoneline rings and rings or is engaged. It turns out 2/3 plants were out of stock when I ordered (all showed as in stock) but instead of letting me know, they despatched one plant at a delivery cost of £15! I would of course not have ordered one plant at that cost of delivery. All I needed was a one minute message to advise that two were out of stock and I would then have had options. Just shockingly poor communication and customer service and I have to say a disregard for customer satisfaction. The last e-mail recieved was rude int tone and blamed the courier. How could it be the courier’s fault? I have now given up trying to contact them and have no reply to my last e-mail, so I am voting with my feet.

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“Stock levels - communication - delivery cost - all poor”

★☆☆☆☆

written by on 10/09/2018

I buy a lot of goods on the internet and these days companies keep their stock levels up-to-date. The item I wanted showed delivery “Normally 3 - 5 days”. It was out of stock. They had my email address and could have let me know that Phormium “Flamingo” was out of stock. I particularly wanted this item and had searched other nurseries who had stated on their websites that this was out of stock. I added some "ordinary plants" to justify the LARGE delivery cost. If I had known that the Phormium would not come I would have cancelled the whole order. Phormium “Flamingo” is a bit special, but who would pay such a big delivery cost for ordinary plants? They sent a note telling me they would refund me - by the WRONG amount. I wrote to tell them of my disappointment and received a bland acknowledgement.

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“Non existent after sales service”

★★☆☆☆

written by FridaMcKenzie on 27/04/2018

I ordered several plants from them at the end of last year, and I had no complaints about the ordering or the delivery to Europe, which was handled quickly and efficiently. I have however, tried to contact them several times this spring as I have some quieries about the plants, two of the trees don't seem to be what I ordered, and I wanted clarification on this matter as well as some advice regarding die- back on the two Cryptomeria that they supplied. I have not had any response to my e mails. This is very disappointing, and unacceptable. I would certainly not recommend them to anyone. It seems that they are very happy to supply anything you may want, but they will not respond to any complaints that you may have. Two of the trees I bought were Toona Sinensis "Flamingo," which should have grown out bright pink in spring, but they have not. I reported this to the nursery and asked for an explanation, but have not received the courtesy of a response.

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“Unhelpful response to query. ”

★☆☆☆☆

written by Abbeyw437 on 27/10/2017

I ordered 4 plants and am satisfied with 3. the 4th - a 3 year old camellia Cornish Snow arrived unlabelled and clearly not 3 years old. X of customer services has been unhelpful in the extreme, insisting that as a very slow growing type, 3 year old plants are of this size. The plant has, clearly, recently been put into a larger pot. I do not accept that it is what I have paid for (£21) and want a substitute. X accuses me of not reading the website section on plant growth - I have, at least twice! He tells me to parcel up the plant for collection. If I do I fear I will be accused of damaging it. I had Cornish Snow, from Hilliers, in my previous garden, which was always vigorous. I cannot make progress and feel very unsatisfied with the dismissive attitude to my legitimate query about goods provided.

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“Disappointed customer”

★★☆☆☆

written by SallyO2 on 12/10/2017

I am sure that Burncoose Nurseries has many satisfied customers but new to their website I ordered on line without ticking the box to say NO substitutes as I trusted that they would send as near as possible an equivalent which at least would be the same colour. Unfortunately I was sent a 'speckled' variety which I loath and could buy anywhere, instead of the Wisley Cream ordered. Their 'routine' apology letter was a disappointment. There was no offer to say they would reserve the plant I ordered when it is next available. Such a shame before ordering that I did not see the many other customers reviews with complaints about their customer service on this website.

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“Outstanding service”

★★★★★

written by McCallum452 on 23/09/2017

I recently ordered a tree from this nursery. I had a very precise time frame of when I would be available to receive the order. I then realised to my horror when the tree hadn't arrived that I had given the wrong dates. However on phoning the nursery it was able to deliver the order 24 hours later. Brilliant!

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“Excellent Customer Service”

★★★★★

written by SteveBaxter on 30/06/2017

The lady taking my order by phone was very helpful and I was delighted when the plants arrived only 48h after placing the order, in excellent condition. When I realised that there was an "out of stock" item on the order which I would have happily had substituted had it been confirmed as out of stock when I placed the order, I phoned Burncoose again. The extremely helpful gentleman who dealt with my query not only agreed to send me a substitute but also volunteered to do so without charging me for postage. Furthermore the substitute arrived only 48h later. I felt that this was customer service of the highest order! I strongly recommend Burncoose Nursery!

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“Do Not Buy Anything Online From This Nusery!!!”

★☆☆☆☆

written by Acerbuyer on 12/06/2017

I ordered a specimen sized Acer Seiryu £75 plus £22 delivery cost. The plant arrived well packaged and in good time and I planted promptly in a bed I specially prepared for the tree.I have 30 years horticultural experience. Within a week I began to notice the leaves beginning to wilt despite keeping the newly planted tree moist. After 2 weeks every leaf was dropping and some were drying out. I decided to investigate as I have never seen such a rapid deterioration in a nusery purchased plant. When I examined the condition of the specimen I found it was supplied without a root ball! It had not been given a chance to establish in the pot before shipping! I emailed Burncoose to point this out and the fact I have spent £97 on a dead tree and asked for replacement to which I received NO REPY! Avoid this company at all costs!

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“Poor quality, poor service”

★☆☆☆☆

written by ozLee114 on 19/04/2017

I was looking for a specific, and hard to find, buddleia, to work in with a colour scheme. Stated as available on the Burncoose website, so I ordered it. The delivery charge seemed VERY steep, so I ordered a second, unusual-sounding buddleia for another part of the garden to make it better value for the delivery cost. The first thing I noticed on opening the poorly-packed second choice (just a bit of netting round the plant, and parcel tape covering some of the pot)was that all the growing tips were dead and hanging off loose. I removed them carefully, trimmed the damaged parts, planted it, and am hoping for the best. The second buddleia - and main reason for placing the order - was not the right plant. There was a note with it to say they hadn't been able to supply it after all, and had substituted a different variety. Plant was as poorly packed as the first one, but relatively undamaged. I couldn't face the arguments with the supplier, so I have given that one away. I have subsequently found another supplier for the buddleia I want, same size plant, half the price, one tenth of the Burncoose delivery charge, and it's a lovely little shrub. I just wish I'd seen the reviews on here before ever ordering from Burncoose in the first place!

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“Don't buy plants on line from Burncoose nurseries”

★☆☆☆☆

written by MartinWILA on 07/04/2017

I purchased a fairy magnolia at £55.00, it arrived smaller in height than promised, I also purchased a mix of ferns and grasses to get the free delivery. They varied between £8.50 and £12.50, the Carex didn't even reach the staggering height of 2 inches. Honestly, please these guys are a joke shipping out plants like this don't buy on line from them, if I had the time I would report them to trading standards. 7th April 17.

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“black and blue”

★☆☆☆☆

written by on 07/04/2017

I ordered 6 Salvia Black and Blue online. They arrived in just that condition black and blue. The plants were not tethered inside the carton with tape ( as is the norm with mail order plants) or with any packaging to restrain them. Merely put in on top of each other. Most of the compost was in the bottom of the carton not in the pot as the plants had only just been potted on to 2 litre pots so were not established enough to have bonded with the compost - bear in mind I had paid two litre plant price - £9 less discount for bulk purchase. ALL the plants were both snapped and bent. Salvia's are brittle plants at their best and any nursery worth their salt should pack accordingly. I am NEVER going to order from Burncoose again and am one exceedingly annoyed and disappointed customer.

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“Only visit as last resort”

★☆☆☆☆

written by Whitehead390 on 27/02/2017

Living in the West Country I have bought many times from this nursery as they stock interesting varieties of plants, often difficult to find elsewhere. I bought a wisteria sinensis from them some time age and have a rooted shoot thrown up by the plant, close to the base of its trunk. I had one question for the nursery, simple really. My question was: what root stock is used for this plant or is it grown on its own roots? I wanted to know because I wanted to grow this as a standard, time consuming, and didn't want to waste my efforts on something that wouldn't, eventually flower. The first time I called at the nursery and the gardener was sitting in a back room, within earshot. His response was curt and grumpy: tell her to buy a new plant. The second time was by phone. A young lad answered and took some time to get an answer which he was clearly embarrassed to give me: he says its grown on a seedling wisteria. Hopeless! They should take lessons from the Duchy Nursery Lostwithiel which has excellent plants and service and serves brilliant food and coffee as a bonus

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“Plants fine but rotten service”

★☆☆☆☆

written by on 29/10/2016

I think the problem probably lies with one person who works there, a man who has no concept of providing service to customers. My order did not arrive on the due date and I was advised to ring the delivery company myself to find out when they would arrive. I could not get through after many attempts so rang Burncoose again, to be told by this cocky fellow with bad attitude that 'oh he had got through first time and they would arrive the next day'. Hadn't thought to pass that info on to his customer though. When I questioned having to track the package myself he was really argumentative and said 'well you know when you're going to be in.' In fact after a lot of messing around on the phone with the delivery company told me me that they would arrive later that day after all. Even though they spent four days in boxes the plants were good. Such a shame they've got the wrong person working with customers. He should only be allowed to talk to the plants.

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“Customer Service”

★★☆☆☆

written by JavierDonnelly375 on 13/07/2016

My wife bought and paid for 3 large Camelias about 3 months ago. After many telephone calls, they were finally delivered yesterday. The company made no apology for the delay and gave my wife (aged 74 and disabled) a hard time about her attempts to hurry up the delivery. All together, an unpleasant experience. The plants were in good condition.

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“Dreadful service.”

★☆☆☆☆

written by Juliedaws on 13/07/2016

We bought our large white poplar on 1 July 2016 through PayPal payment. £45 for the tree and £20 courier which we thought fair for large tree. Ten days later a phone call we have no stock would you like a 5 foot tree, a whip, instead. I said ok we will have 2. A week later we only have 1 tree, that OK ? Bit cross by this time but said yes anyway. Confirmed £40 refund etc. Tree has arrived, had to really chase for refund, got it today £30 !!! Apparently there is only one courier to take height of tree !!!! Talk about misleading ! We won't be buying from these idiots again. They don't know what they are doing ! The tree received is just ok, nothing to write home about. If I were the next potential customer I would really just not bother with them ! Very very poor service , no stock, expensive and care less attitude to boot.

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“go elsewhere”

★☆☆☆☆

written by Kathleenr382 on 10/04/2016

one plant did not arrive and neither has the refund, three brunnera were of the wrong type and looked tiny and not healthy, no reply to the email as yet

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“Staff & general Service”

★★★★★

written by on 05/03/2016

Top marks to the wonderful staff who were responsive, polite, accommodating and extremely helpful with my request for a special delivery to a friend recovering from a stay in hospital. Very positive experience.

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“Poor customer service”

★★☆☆☆

written by Su02 on 13/08/2015

Have placed 2 orders with burncoose nusuries which was recommender by the RHS .The 1st order shrubs were in excellent condition though small considering the price of them.2nd order came yesterday well packed ,9 shrubs again small but in excellent condition,remaining 3 shrubs that we were really looking forward to receiving were all in poor health.They were all Corylus Mamima Purpurea all of which appeared to have suffered from a bug attack on the leaves. I phoned burnoose and spoke to their customer service who insisted I sent photographs of the damage,which I sent by email 15 minutes later. Having waited all day for a response and sending a further email to ask them to confirm receiving the first email I phoned them only to be told that the shrubs had suffered "wind" damage.I pointed out that I had also sent the same photos to my brotherinlaw who was a horticulturist and was told the damage was caused by sawflies a well known predator of this shrub. Their customer service said if I re packed the shrubs they would pick them up and give me either something else to replace them or a credit NOT my money back which was £60 for the 3 shrubs. Appalled at their Customer Service member of staffs attitude towards me after spending a total of £400 with them.I would say think very carefully about placing an order with this company! I will be contacting The RHS to complain about this company and their reluctance to reimburse me for sending me their shoddy shrubs!

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“So far great plants but slow and unresponsive to...”

★★★☆☆

written by on 27/06/2015

Ordered a pallet of plants a few months ago and they were all lovely and healthy. Packaged very well and they had a great selection to view on the website. I have ordered large amounts of plants through several suppliers and these guys are some of the best so far (Binnys is also great). However it usually takes me about 5-6 calls/e-mails to get any response from customer service. Seem to be a little disorganized in this respect but the selection/quality of plants are worth the wait. As a head gardener it is clear some of the other negative reviews come from a lack of understanding about the plants ordered. (especially hydrangeas).

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