ANL delivered the wrong product (70 X 60ltr bags of mulch) and the mistake wasn't realised at my end until after it had been spread across a multi level garden. It was annoying but what makes it worse is that I have emailed 3 times and nobody has acknowledged my email let alone their stuff up.
Very disappointed with both the quality of ANL’s Organic Garden Mix and the lack of customer service after raising our concerns. We purchased 32 m3 of ANL Organic Garden Mix specifically for our new vegetable garden and orchard. After filling the new garden beds, rain washed the surface of the soil reviling significant amounts of plastic and… Read more
rubbish throughout the soil. This has included shredded plastic bags, bottle caps, electrical tape, various other plastic and rubbish fragments. This is particularly concerning given the product is marketed as an “Organic Garden Mix” and recommended for growing vegetables, herbs and fruit plants. We certainly did not expect soil purchased for growing food to contain this significant level of plastic and other rubbish debris. We contacted ANL with details of the problem and provided video evidence showing the extent of the plastics and rubbish contamination. More than a week later, we have still received no response to our emails about the issue. We now have contaminated soil spread throughout our newly established gardens making the problem extremely difficult to rectify. Very concerning experience, particularly given the false “organic” description of the soil product, the large amount of plastic contamination, and the complete lack of response from ANL so far. We have now raised the issue with NSW Fair Trading and taking further actions against ANL.
Most beautiful soil. Not too sure what happened to the delivery of our soil, we waited over 2 weeks but customer service were very apologetic and refunded the delivery service fee. Very kind. Sorry for blackout on invoice as it had my home etc.
Reviews with attachments
Parked on the footpath in busy crows nest to deliver a load creating a safety problem
Misleading Product Description & Unacceptable Resolution We ordered Horticultural Bark Mulch (expected 25mm large radiata nuggets) and even confirmed the larger size by telephone, as the website provided no dimension details. The delivery was described on the delivery paper as "max 15mm Pine Bark". However, the actual material was mostly tiny,… Read more
long, shredded wood splinters—not chunky bark nuggets at all. This was a massive, misleading variation from the advertised product.
When I contacted ANL to resolve the issue, the response was dismissive. We were told that bark is a "natural product that can be of any size," and that the company sells whatever stock arrives, regardless of what their website or telephone confirmation stated. In fact, the non-existent fine print was that max. size of the bark specks would not exceed 15mm… and I am sure they meant it in length, not diameter!
The delivered quality resembles more of a leftover from sieving the 25mm or even 15mm bark mulch…
The company's refusal to take responsibility for its own misleading representation is completely unacceptable.
Do not trust the size description for this product.
FYI - photos of Website representation vs delivered:
Very poor product quality and disappointing service from the Seven Hills branch. I ordered Pine Bark and Premium Garden Soil, but the Premium Garden Mix contained a substantial amount of large concrete stones, which I had to spend considerable time removing. In addition, I received mulch instead of bark, which I only discovered later since I… Read more
wasn’t the one who accepted the delivery. I sent a complaint to the ALN email address, but never received a response. Overall, I’m extremely dissatisfied with both the products and the lack of customer service.
Positive reviews
What a great experience! The team at ANL really took the time with my very tricky order to ensure I got exactly what I wanted. The dispatch team were excellent and Joel from sales was the ace in the hole. Thank you ANL, I will be back shortly for more! Show details
GREAT SITE at terry hills good stock of everything ,BUT bulk deliverys are lacking in promptness of delivery'sAND BEING ABLE to get a phone call answered,or to send a message. maybe they just dont need to bother ,,but be patient because its worth it, Show details · 1
I commend the Orange branch for its consistently high level of efficiency. The office manager and all ground staff, including the drivers, consistently exceed expectations. Even challenging late Friday afternoon requests are met not with negativity, but with a proactive and accommodating spirit. Thank you for doing what most would think impossible, with a smile. Cheers Christine Cantrill. Show details
Negative reviews
Compost was the worst I've ever seen! I've saved my self a fortune by testing their compost before I made a bulk purchase. My client saw the test and in no uncertain terms rejected their compost. Trying to water it and the water beads up and runs away.. after a little more research I see their compost is made from sewerage treatment works… Read more
solid biomass! Well no I won't ever use that BPA contaminated forever chemical contaminated garbage! Very dissatisfied with the lies from their staff! Their attempt to cover this up is disgusting ! Greed and profits is all they are concerned with! No Way ! NEVER AGAIN!
Very disappointed with the delayed delivery of my order and the poor after-sales service.This experience has been frustrating and far below expectations. Show details
Room for Improvement: Online Stock Accuracy and Refund Process – I recently placed an order with ANL for bark chips through their online store and made payment at checkout. Although my order was confirmed online, I later received a call stating that the bark chips were out of stock with no restock date and we agreed that a refund would be issued. A week passed, and I had yet to receive the refund, so I… Read more
contacted ANL to follow up. I was then informed that refunds usually take 10 business days to process and to call back if haven’t received. After waiting the full 10 business days, I followed up again and was informed that the refund had not yet been approved. Upon the follow-up call, I was told that the accounts team was going to email management for approval, which meant the refund had exceeded the promised timeframe.
This experience has been disappointing, as I believe customers should not have to follow up multiple times to receive a refund for an issue caused by inaccurate stock listings on the website. It would be helpful if ANL update their online inventory in real time to prevent such situations. Additionally, while payments are processed instantly, it is not fair that refunds take significantly longer and require persistent follow-ups. I hope ANL can improve their processes to provide a smoother experience for their customers.
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Recent reviews
Delivery of mulch came this morning, the driver was one of the best delivery driver’s I have ever come across, what an asset to ANL! Show details
Useless planter box mix from ANL – We asked the guys in the shop for advice on what to purchase for a dinghy we wanted to fill. Previously we just purchased potting mix for other dinghies from Bunnings and had great succes. We were told ‘planter box mix’. We were doubtful from the start when we got home. Full of what looked like crushed concrete and lots of sand. Four weeks on we can confirm that there are NO nutrients in the soil, the seeds are not growing. Not good enough.
Very Poor soil. Plants struggle – I ordered 3 meters of their premium garden mix. This soil is manufactured, and I’m mu opinion mostly mulch and sand. Plants don’t grow in it. Example - I planted coriander, and after 4 weeks they are still 1 inch high. They did better in the hard clay. Total waste of my money. Such a bad experience that I am not buying this soil, or anything else… Read more
from ANL ever again.
After 3 months, I must say it is much better now, most plants are growing well
Still not sure if I will buy again, compared to buying proper natural soil. Upgraded review to 3 stars
Soils ain't soils – Rang the Cooranbong depot where I have previously purchased from to check if they had top dressing available and was greeted with attitude "ofcourse we do". To which my reply was that I would be in the following day. I turned up and the fate was locked, noone there. I rang the number again, the same 'gentleman' answered the phone ( with the same… Read more
attitude) and informed me I had to drive to Warnervale as Cooranbong doesn't do retail. I drove to Warnervale where said person called up the loader operator and told him I wanted top soil then corrected it to topdressing. When the loader operator came to load my trailer I confirmed with him that it was top dressing. This would be the heaviest top dressing I have ever used, it was full of composted material and definitely a soil for a garden. I spread it thinner than I would have liked but even now after the rain this soil has suffocated the grass. I thought I was doing the right thing after Council put a footpath in and left the grass uneven but looking at it now, the rest of the neighbour's have fully grassed verges and mine looks like the day they left it. Disappointed to say the least.....
Cow manure 25litre – Purchased the cow manure, have previously, but noticed it looked like cardboard lumps that I had to pull apart, and big lumps very disappointing, I use it sometimes as an extra around existing plants , thinking last time I purchase this sadly
Satisfied customer – I purchased 2 bulka bags of soil (1 ton each). They were delivered to my residence on 31/7/24. The person who delivered it (RyanNixon) I think was his name, hope I’m right as he was the cashier who helped me with at the seven hills outlet on 27/7/24 when I booked the soil for delivery. I was a bit worried that bags would block my driveway. He was… Read more
really helpful and made sure that the bags were placed exactly where they needed to be placed. This meant that the access to the driveway was just as it was before, easily accessible. Thanks once again Ryan.
Not ever again – I ordered Sleepers, a particular size. I checked they had them in stock, and they confirmed they did. Delivered the next day, but the delivery guys brought a different size because they didn't have what I wanted.. No phone call to check.. just turned up with the wrong size.. We had to unload everything then reload the Sleepers, I had boat… Read more
transport to deal with too. I phoned to arrange the refund, they took my credit card details and I thought that would be it. A got the credit card bill two weeks later and no credit. A phone call to see what's happening and the refund is still on the managers desk. Credit card details all there and unsecured. Another phone call days later to chase it when still not credited. Terrible refund policy, service and the delivery guys were hopeless, couldn't even manoeuvre the truck!
Legends - great people - helpful – Orange office - 2800 NSW Wow the team here are so helpful. I come in without less than zero knowledge and the manager and crew are so patient and friendly. I never feel like I am out of my depth. Show details
Perfect service every time – From the warm greeting to the comprehensive product knowledge and fast processing of the order, the experience of ANL Orange is always terrific. Kristen is always cheerful and well informed with product arrival information accurate and proactively offered. Advice on particular soil types is likewise proactively offered. She us clearly well… Read more
respected by her fellow staff, who never delay in fulfilling orders accurately and without mess. She was moreover, sincerely missed during her recent and first vacation. It was fabulous to see her back at the counter. She ys warm but never intrusive, professional without being stiff and just a pleasure to work with ad a client if ANL, who should all be proud if her fine representation of the ANL brand and company.
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5 star service – From the moment you walk up to the warehouse office. Sue is always very professional and polite to deal with. To the moment you walk out the back to get loaded. Always a pleasure dealing with you guys at ANL. Highly recommended. Show details
ANL Orange – Kristen at the Orange branch is very helpful and knowledgeable with the products they sell. Service here is always prompt and convenient. Highly recommended! Show details
Great service – The team at ANL Weston have been top notch, friendly and helpful staff, big range of products and reliable with there deliverys would recomend Show details
Quick and friendly service – Sarah at ANL Bathurst was great to deal with. The price was competitive, the service was excellent. I would definitely use again and would recommend. Show details
Excellent service and advice – We contacted ANL needing top soil to clean up after finishing a septic tank and absorption trench system. The client also wanted soil for her planter boxes. I thought nitro top dress would work. When I explained to Sarah what I needed she explained that the nitro top dress would actually inhibit the growth of plants and it was infact the wrong… Read more
product for what we needed. She explained the better options which were also more cost effective. On top of that we had difficult access to the property being rural. She carefully researched the property with the truck driver and communicated with me and him. Sarah also contacted me when he was leaving so I could arrange a meeting time. As a small business providing services to our clients, we need collaboration with other business to get the job done in a timely manner and with a great result. This wouldn’t have happened without Sarah’s help.
Great, Timely delivery of mulch! – Received 2 types of mulch in the same delivery on the day I ordered it. They were very professional and ensured the mulches didn’t cross contaminate and the product was of a good quality and price. Highly recommend! Show details
I Love my local ANL – The staff at my local ANL are always so very helpful & go out of their way every time to try to make sure I can purchase what I’m looking for . I visit almost weekly to purchase products for gardening clients or for my own home garden - every time the service is prompt, courteous and efficient . They ring to let me know when a product is in stock… Read more
and have even rung ANL in neighbouring towns to try to find what I’m looking for. Thanks to much Sarah and the fellows in the Bathurst store - so lovely dealing with you .
Landscaping supplies – Great service and great advice for different products, fast and easy to deal with Show details
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I’ve have been buying this product from Bunnings for years and the quality now is extremely disappointing, I Won’t be buying it anymore.