The Mellow Mission — Local services in San Francisco

UPDATE i really should have waited a month to provide a review. i love their selections and pick-up was super simple. customer service was wonderful up until a week or so after picking up my plant. what’s changed was when i actually needed to connect with customer service regarding one of my plants purchased. when i received it i did notice the soil was soggy and overwatered. i also noticed that the soil was mostly sand and not aerated, but decided to give it a chance figuring they knew what they were doing, and maaaaybe they possibly had a different way of planting that i wasn’t aware of so i made due. i’m not a beginner plant owner, have a successful green thumb and lovingly care for over 100 indoor plants with little issues and saw this as a way to support a local business instead ordering non-local.

so, 2-weeks later, the soil was still very wet as if i’d just watered it and my plant was starting to yellow with a leaf already falling off. i contact customer service after giving my plant 2-more weeks after feeding it and watering, but to no avail. when i spoke with David, he provided the bare basics of advice (purified water and plant food), which i was already doing and shared as much, requesting to bring my poor plant into the store to be inspected. the response to that was they’re a small business and if allowed, would need to dedicate an entire team to provide unlimited consultations, which is not what i was requesting. he then went on to say, in what felt like a belittling lecture, how plants are living things and we need to do our research (which i do with all indoor plants i purchase and own [because who doesn’t?!] and was how i knew the soil was not properly aerated, and honestly totally agree, but without the condescending tone) then gave the example of adopting a dog. wow. wow. right. so, disappointingly, this was my first and last experience with the Mellow SF, and although i’m sure they don’t need my business (judging from David Vel’s response), never again. it’s different when you know the issue was your own causing, but if the issue was the cause of the company and you bring it to their attention only to be left feeling small and regretful for spending $200, it leaves the absolute worst taste. .........................

new go to place for plants. super easy and painless online ordering system and top notch customer service. to add to that, reasonable down to earth prices for plants that i was paying almost double floor with not as high quality. on top of that, 30-day guarantee for their plants (with effort, on our part) if they don’t survive the month. pls don’t ever change. i’ve found love. love. i’m in love with you. -black...

I bought a large pot from this store last December (it was an investment, over $150), and it took me a few months to find a plant and pot it. Immediately after planting, I noticed the pot was either defective or poorly designed (it leaks water, like a lot of water). When I reached out to The Mellow, the store manager asked me to provide a lot of information (photos, plant details, watering schedule, receipts, etc). After multiple back and forths bringing new reasons to deny any support, they told me that I was overwatering my plant (I am not) and that there was nothing they could do (according to their policies).

The tone through my entire exchange with them was negative and annoyed and blame-ful. It was such a stark contrast to my purchase experience.

My warning to those who are buying pots from this store: don't buy the large ones that look like concrete (Marta). I think there is a design defect, and this store will tell you that because you were able to select the pot yourself, any defects are on you (I guess for not seeing them at the time of purchase?)

Update After sharing my experience, this shop sent me a harassing message on another platform. Sharing it here so others can appreciate the tone of every interaction I've had with them. This attitude is consistent with how I was treated when I reached out to report the issue and ask if there might be a manufacturing defect. When I reached out to them, I really just wanted them to know about the issue and let me know if other customers had leaks from their pots to understand if there was a workaround (plant-safe epoxy, shims, etc to stop the leaking). But they immediately got defensive and told me their software doesn't store credit card transactions, then told me I was overwatering my plant, and generally seemed to gaslight me.

Look, I get being frustrated by a negative review, but there's no reason to digitally stalk and harass your customer. I wish they would channel their energy more productively, versus online bullying. Ps. I'm also Hispanic and also own a small business, and I would never do this to my customers.

Weaponizing your heritage is the real shameful action here, not my honest sharing of a disappointing experience with the products you sell and whose quality you don't...

I can't recommend this place enough!! With an intimate little collection of plants, the owners can really tell you anything and everything you need to know about caring for your plants, or about any of the other offerings at their shop. And, as they have told me when I've commented on their prices, they make every effort to keep prices affordable while still giving the creators of their items (such as pots and bags) their fair share. It's obvious how much they care about each and every customer that comes into their shop and they have won the #1 plant shop spot in my heart for how kind they have been to me. They've also managed to make buying online/store pick-up amazingly easy even during the lockdown, and I'm always excited to see how their stock changes! I can't wait to return to the shop in person, but until then I will continue to keep an eye on their website...