GreenThumb Reviews 218

Appalling customer service since local franchise taken over by head office. Have currently been on hold for 41 minutes on the telephone, with absolutely no sign that anyone will ever pick up the phone at Green Thumb end. Customer portal on website also awful. No info at all on how to cancel my account and no webcam facility either. I strongly suspect that Green Thumb wil go bust soon, as they have moved from an excellent local service to a non-existent central service. I am sure that I won't be the only person suffering a drastic reduction in service since moving to Central hub. Appalling!

New customer this year and I've received a catalogue of awful service and poor or no comms.
-Treatments not done but charged,
-Failure to reply to 4 emails.
-Appointment times changed numerous times - turning up when not at home.
-Poor or no treatment (scarification and aeration on 130 sq yd lawn taking less than 20 mins) - 2 hours earlier than appt, so I was out.
- nutraboost wasn't done
- rang helpline, lady hung up on me mid sentence.
- rang helpine again, "Phillip" promised to sort everything out, but never called back.
- duplicate appointment for same service, yet again.
Just awful. Complete waste of time.

We have been customers for approximately 6 months and we are very disappointed with the service we are receiving. A different member of staff has attended for each treatment so no one is monitoring if or how our lawn is improving….. it isn’t improving as far as we are concerned. I have been attempting contact for 2 weeks and no one is responding to the messages I have left or the emails I have sent. We will not be renewing with Greenthumb in October. Feel very let down.

Very efficient, did a really good job lovely friendly chaps. They were Andy and Sean from Torbay. Excellent service .

Not sure what’s happened with green thumb.Got told it was getting taken over to a franchise.Paid the invoice I also pay for our daughters too.They accused us of not paying even though we sent proof of statement.We are in Upton pontefract.We know for a fact that it’s not our regular guy that treated our lawn cus it’s ruined.its like areas of just soil.It took them 7 weeks to tell us they had received our cash.We will wait for the txt to say when they are due again I will be telling them no Thankyou

After a number of satisfactory years with Green Thumb, toward the end of 2025 I received an email to advise that the agents who would be treating my lawn would be changing. A separate email advised that the price would be increasing by an amount approximately twice RPI to over £1100 a year.
In mid February I received a further email advising that I should expect a visit to treat the lawn the next day. We were away at the time but that hasn’t been a problem before. Sure enough, the operatives turned up and, after a delay caused by an equipment failure they completed the task and left. Unfortunately, they failed to close the five bar gate leaving the garden less secure than it should have been. This was all noted on our various security devices. A quick email to Green Thumb requesting that they return and close the gate went unanswered as did a follow up five days later.
Today, over a month later I received a reply from Green Thumb apologising for the delay but advising that closing the gate was the operatives’ responsibility and that a note would be placed on our file to prevent a recurrence.
I have cancelled our “contract.”
As an aside, I note that Green Thumb claim an “excellent” Trust Pilot score on their website but that is far above the actual one!

Scheduled treatment taken care of today by Neil Kuiper on Merseyside.
Thanks to Neil for his knowledge and support in evaluating my specific requirements ahead of beginning the treatment.
HQ could learn a few things from him.
JMcCabe

I have used Green thumb for years but my recent experience was really bad. I took a quote last year for scarification but did not confirm it. They suddenly turn up and scarify my lawn. I rang customer service and told them what happened but they won’t listen. I asked them to send a copy of the email they would have sent for order confirmation and they said they cannot send it. The worst thing is the quality of the job they did, not a blade of grass has grown since they scarified the lawn. On closer examination I find that the lawn is still covered with a thick layer of dead grass and thatch. They have left the lawn with brown patches and I have left them. Don’t go for the big company, it’s hard to get through anyone on the phone and even if you do they won’t listen. I have opted to go with the local smaller company.

Having been with company for many years and having a contract I paid extra to have the lawn reseeded in September this did not take and the operative, on his last visit, said contact the office and they need to arrange a re-seed I have emailed the local branch three times and have not received the curtesy of a reply. It is impossible to contact them by phone the automated system simply state "no one available to take your call you are in a queue" it is never answered . The option to cancel line is not maned either I have had enough and have cancelled payment. Be very very cautious of this company

Darrin & Eddie worked very competently together to both scarify and aerate our lawns yesterday. We have used Green Thumb for many years and whilst the cost has increased we continue to use their service as they have managed to remove most of the moss and weeds. They also offer good advice during their visits. It is good to now be given a two hour time slot on the day that they are coming.

One of your vans in Redditch, Malvern Road parks blocking the whole pavement. Pavements are not for parking.

Had an appointment booked for 14.00 . Rang chasing at 14.20 Lad on phone, James I think, really could not care less. Business had been sold and person who was meant to call me was off sick Nobody had the decency to follow up todays appointments
Wonder how many other people had rearranged their day to be let down ?
Good job there are other companies who do the same thing and they don't have a monopoly

Charged me for a treatment that they clearly did not do,when I rang the office to enquire why was told blatant lies by them,please be very careful when dealing with this company and make sure that they have done what they promised to do before paying any invoice.

After having our lawn treated for leather jackets and being reseeded after the loss of the grass, Lee and Luke came round to cut the lawn and assess to see if any further treatment was required.
they where very polite and professional and cleaned and tidy up when finished.

Cheaper to buy new turf .
Canceling my subscription after the most derisively awful experience with green thumb . A thirty year old garden my pride and joy with brand new rear lawn , simply decimated by overly harsh chemicals. On time when they say that they are coming but my god the mess that they have created is embarrassing. Front lawn just a sea of moss , advised to re seed due to location , neighbours garden same position is healthy green lush , even at this time of year . They simply kill lawns endlessly wanting 175 to reseed ………you killed the lawn , not me . Requesting aeration , 175 ……you can buy a fork for twenty quid . If your thinking what I have learnt , do it yourself , liquid seaweed , bit of time and saving a fortune . Awful awful awful experience, after my cancellation if I have any further cost I will take these con merchants to a small claims court .

Just had Mark (Woking) treat the lawn again. Always friendly, polite and very knowledgeable and did a great job. Lawn is looking great.

Great service from Robbie (Edinburgh Franchise).

Great service from Robbie at Green Thumb always very helpful and courteous also very considerate many thanks 🙏 Edinburgh Franchise

Dan Gregory came to treat my lawn. He was very polite and did the job well. My lawn always looks in good condition since I have had Greenthumb look after it. Many thanks.

Excellent reliable service. My lawns have greatly improved and have been admired by friends and neighbours. Dan Gregory often treats my lawns. He is always polite, helpful and cheerful. He carries out the service to a high standard.