Hydro Galaxy

RUN… These people are sleezy business people. DO NOT trust them. I spent so much time on hold it was not funny and no one returns calls.
I paid for express 2 day shipping, that was 4 days ago. Today I learned I will not get my item for another 5 days. And NO, they are not going to refund the money I paid them for express shipping because they say the shipping starts when the shipper gets the item. So if it takes a week to process the order they do not count that time.
SLEEZY, UNDERHANDED and just plain pathetic.

I have been doing a little research on my latest gardening project and realized I need more light than the sun provides so I got on the hunt. Came here and the guy was very help and game some tips. I’ll be bk as soon as they grow a lilltle more. I went bk a couple of weeks later and got my tent! Since I’m new to all this the sales guys helpful knowledge got my babies looking lovely! Too bad I hv to go bk and pick up the tent but hey… today is the day!

Disclaimer: I work in the storefront. We are currently working on expanding, growing, and doing out best to provide our local and distant customers the best service possible. If you have any issues please contact me directly and I will do my best to make sure you walk away or hang up with a smile.
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After that, my story. I started off as a customer. Enjoyed my service from the people that worked there and eventually got to know them personally. After I was placed in a situation where i was out of work and actually owed them money I stopped in to pay a bit of it down. I was explaining what happened and to my surprise Jesse (owner), who I actually only met a couple times offered me a job. Without the team from Hydro Galaxy i have no idea where i would be at this moment. Probably rich and famous, but I like it there so I think I’ll stick around for a bit. Great family of people. Come in get to know us.

Needed an air conditioner and found one on the Hydro Galaxy website. Called on a Friday to see about which shipping option I would need to insure it got here by Monday. The phone representative told me it would arrive the next day, Saturday. I placed the order and added a note to call me if the order could not be delivered by Monday.
A little while later, the store called back and said they would need an additional $ 200 for shipping! That was a dealbreaker, of course, and they backed down on that number once they realized we wouldn’t pay such an outrageous amount. They said the unit would arrive to me by Monday, and the rep also said that if it didn’t work out, we could return the unit for a 100% refund.
The unit did not arrive Monday, and I called to cancel the order. I was put on hold and then told the order had already shipped. I replied that I did not get a confirmation email, and suddenly, like magic, I got an email saying the order had shipped and was considered fulfilled.
The unit did not arrive Monday, and I had to make another arrangement to keep my plants alive. The unit finally arrived Tuesday afternoon, and of course was no longer needed. I loaded the unit into my wife’s truck, and she drove it to the Burbank store.
I called the store again, said I would be returning it, and the guy on the phone said, «Oh yeah, we are going to charge you a 20% restocking fee.» He claimed this was on the website. I told him that we were told by someone else that we’d get all of our money back, the unit was UNOPENED and UNUSED, and that a restocking fee of that amount was ridiculous because the unit can be sold for full price and because Hydro Galaxy did not get the order to me when I needed it and when they said they would.
Incidentally, I looked on the website and saw the restocking fee is only supposed to be 15%. I wonder if they would have charged me 20% had I said nothing about it. As it stands now, they said they would do me a favor and only charge me the 15% restocking fee on a $ 500, unopened air conditioner. When I asked what restocking involved, the rep said «Putting it back on the shelf.» For $ 80. New and unopened.
I have tried contacting them numerous times now and am just being ignored. I have now contacted Google Stores to try to resolve this.
**EDIT:** A rep from Hydro Galaxy reached out and offered to reduce the restocking fee to 5%. While I will likely not do business with a store that charges a restocking fee for unopened and unused items, I can appreciate Hydro Galaxy has the right to do so. I’m still out time and money with literally nothing to show for it, so I’m not thrilled with what happened, but I appreciate their acknowledgment that such a high restocking fee was unnecessary and their attempt to provide a better resolution.

These guys are beyond helpful. I truly believe customer service is the defining line between all of the different stores in the la area. Having said that, so many other shops have guys working who make it seem as though they’re so helpful until you buy something of course and something or other is wrong or the item fails etc. I’ve had terrible experiences with other places but both guys I encountered here (day & night shift employees) were beyond accommodating. In fact when I went during the day I needed a particular cable but they didn’t have it in stock. The dreaded words you never wanna hear from these guys is «I can order it for you». But they didn’t tell me that. They actually offered me another version with an adapter that definitely worked but was a more expensive alternative for no extra charge. I bought a couple of em just in case I needed them but in the end I only needed one. So I came back and had no problems returning and it was a different employee who was equally if not more amazing in terms of customer service. He also turned a situation where I needed something that evening but they didn’t have per say that item into a magical experience as well. I left and knew this definitely is my preferred choice in hydro stores. I mean I’ve had the guys over at Atwater Hydro actually try to charge me a restocking fee, some outlandish percentage, and I had purchased the items two days prior. Go here and you will not be leaving unsatisfied or feeling like they stop giving a crap after you bought something. They will make sure you have what you need when you need it that’s for sure. Galaxy Hydro is my new spot

Ordered an item that was in-​stock on December 1^st, paid for 2-​day shipping. Payment went through immediately, item never shipped. Called multiple times on the order and none of the customer service agents could tell me why the order never shipped. Had to request a refund. An impressive waste of both time and money.

They made an pricing error on my Amazon order and had it cancelled. What I wanted is now quadruple the price Never gettting my business again nor would I reccomend Hydro Galaxy. False advertising!

Johnny helped me out a lot with my plants, he gave me some real good advice on how I should treat and take care of my trees. if you’re reading this thank you man! I appreciate the help and the samples you gave me to try out and try worked good! The shop itself has a huge variety to choose from for your gardening needs. Overall excellent customer service very friendly and helpful, and the shop itself is great! If you need to get any help or products this is def the shop to go too! 5 star!!!

This place knows its stuff. I picked up a few things, and the prices are legit. They are very knowledgeable, the staff is great, and the shop is clean. I go here for ALL my hydro needs now.

Strict 15 day return policy even for defective items! Owner became rude and belligerent when I would not just go away and allow him to rip me off.
You get what you pay for. These guys are cheap for a reason. I will never buy from this place again!

Great customer service!
Ask for Najee Bright, when dealing with customer service :) He will always make sure you hang up satisfied and with a great price.

Hydro galaxy has ripped me off and I would never purchase from them. Bought 2 link 4 iponic600 controllers and they are not working properly from the first day I bought them. Now hydro galaxy won’t return my purchase for $ 2200.00 DO NOT BUY FROM HYDRO GALAXY
DO NOT BY FROM LINK 4 they do not stand behind there products

I feel unfortunate for the peeps that wrote a bad review as my experience with Hydro Galaxy has been nothing short of amazing. The ballast I bought was priced cheaper than most I had found elsewhere and to top that off they gave me a 5% discount and free shipping! Who doesn’t like finding a great deal? When I got my confirmation email, the status of my order had been changed to awaiting fulfillment. I got a little concerned because I had purchased from a company before who’s status «awaiting fulfillment» actually meant that they were waiting to receive it from another company before they could ship it to me. It took weeks to get my product from them. I called Hydro Galaxy and waited a quick 2 minutes. Najee answered my call and promptly assured me that they had the product and awaiting fulfillment simply meant it was waiting to get pulled. Then Najee went above and beyond by putting me on hold and pulling the ballast himself. When he returned to the phone he said he would have it shipped right away. Now that’s what I call rock star service. Definitely will be purchasing from Hydro Galaxy again!

I’ve NEVER encountered a worse customer experience. I placed a very simple order online 10 days ago and it has still not been fulfilled (i.e., one box pulled from inventory) and there has been no follow-​up communication to alert me or to explain the delay. I’ve called twice to be greeted with 55+ minute waits that I finally had to abandon — oh, and I was dropped in the queue THREE TIMES from first position down to third. WTF? Also, the contact center IVR won’t take voice messages after being abandoned on hold for 55 minutes. Further yet, the web chat feature on the website is never active. How do these guys stay in business!!! They just lost another customer (I’m pretty sure that I’m not the first).

What can i say? These guys have been helping me since day 1. The store manager billy is probably one of the most friendly/​knowledge people you could ever meet. There is NOTHING this guy dosent know. Thanks hydro galaxy for all your help.

First off, these guys know what they are talking about and are more than happy to help you out. Bill, the owner (i think he is the owner) is a cool dude that will help you out with whatever you need. On one occasion, I had a question he did not know an answer to and he went out of his way and called up one of his customers and asked a specific question and i got the answer. LOWER PRICES than any other hydroponic store around with good quality products.