GreenThumb Reviews 

Since takeover by a Swedish company Greenthumb UK have stopped all communications with UK customers. I have made several phone calls and it ends up in a loop of a number of options and you end up only wasting your time. I sent them several emails and reminders and I get standard automated responses. I am chasing them to recover my overpayments which I paid under their direct debit scheme.
I am now frustrated customer and do not know what I can do to recover my money. Can anyone help please?

I have tried many times to ask, why my hard surfaces treatment hasn’t been followed up as booked.i have phoned the Christchurch branch, emailed, but no response!,are there any other people having no response to calls.? They always take payment!! But I can’t get any contact with the branch to see why no call has been made to carry out the work booked.

I have been using Greenthumb for 2 years. As my lawn has not improved I am now trying to cancel my contract. Greenthumb are not responding to any emails and their phone line is always very busy and I cannot get through. I have therefore not been able to cancel the service. It seems that Greenthumb are deliberately making the cancellation process as difficult as possible.

I am very satisfied with the service provided by Jordan of Abergavenny branch. He is unfailingly courteous and helpful. After just 12 months treatments my lawns are looking healthy and verdant.

GreenThumb Bangor Northern Ireland is rubbish. An operative turned up this morning, unrequested, to treat my lawn! My gardener treated my lawns last week and is worried GreenThumb have caused damage. Impossible to contact them as today is Thursday and the phones aren’t manned. What a rubbish business.

Aside from steadily increased prices and sales pressure for additional services the Green thumb franchise in Beverley used to run ok. However since the change in corporate ownership the customer service and reliability has gone to the dogs.
A poor website and centralised telephone customer service with supercilious operatives who acknowledge failings but bring nothing to the task of sorting a declining company who value increased profits more than the clients or their loyalty.

Cancelled my subscription just before the local branch stopped providing the service. Emailed about refund as been paying monthly and not had any treatment done since October ish. Offered a refund of £10. I've again emailed saying why is it this much when I haven't had any treatment for 7 months. Not responding to me. Is there anyway of progressing this through someone to try and get my money back?

Sadly I have today cancelled my direct debit with Green Thumb following the absolutely appalling customer service. I have been with them for many years but they are just not providing a satisfactory service any more and they have also NOT phoned or emailed me following their response asking for my further details from my initial review on 18th May!! Shocking service!!

Green Thumb have looked after our lawn for several years. When it was a local franchise we got excellent service and they were very responsive. Now that it's all been centralised it's a disaster; e-mails are ignored and it's usually impossible to get through on the telephone. Their system wasn't updated to record recent scarification, so they wanted to come shortly afterwards with an inappropriate treatment. A supposedly four appointment hard surface treatment has petered out after two treatments. Sad indeed, but we'll be looking elsewhere.

Since this became a corporate rather than a franchise service has fallen off a cliff. I have paid 5 direct debits this year to May and in 5 months I h we only had one treatment. If you do use this hapless company, pay per treatment otherwise you will be ripped off

I have had green thumb for about 18 months and I have not been happy with the state of my lawn, weeds, patchy, moss and dying! I had another company come in to look at my lawn and they quoted me
£750 to put it right. Tried to cancel green thumb but it’s probably easier to book an interview with the pope! When I finally managed to cancel they sent me a bill for £42 for treatment they’ve already done. I checked my CCTV cameras on the dates they claimed to have done the treatment but they never turned up! I have told them this and that I have evidence to back me up and I will take action if needed. I’m still awaiting a response!

I used Green Thumb at my previous property for many years with no complaints but when I moved home it was transferred to a different branch with awful service. Several appointments have been rescheduled and the turf laid last year looks awful with several weeds.
Currently trying to cancel but phone calls are put on hold with long waits and no pick ups. Several emails have been sent with no response as yet so cancelled my direct debit and sent an email to that affect with the reasons and still no response after a week!
Today received notification that my lawn is being treated tomorrow!
Not at all happy

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.