“Kept getting messages, but with no idea when the product would be delivered. Your website just has threats that if the product cannot be delivered you will be fined”

Helpful Report

Posted 2 weeks ago

Thank you for taking the time to share your feedback. I'm sorry to hear that your experience was frustrating, particularly receiving updates without clear information on when your order would be delivered. I completely understand how this would have been disappointing. We are constantly looking for ways to improve our service, and feedback like yours is incredibly helpful in highlighting where we can do better. I also appreciate your comments regarding the information on our website and how it came across during your order journey. Thank you again for bringing this to our attention. Your feedback will be shared with the relevant teams as part of our ongoing efforts to improve the customer experience.

Posted 2 weeks ago

“Missing parcels, delivery issues, appalling customer service. I ordered the 1.5m Roman Arch on 16th June (order value £539.95). On 24th June 4 parcels were delivered but the courier informed me that 2 parcels were missing. He assured me that the missing parcels would be delivered the following day. They were not. At that point I contacted Customer Services. On 29th June they replied to say that they'd look into it. They then asked me to tell them what was in the missing parcels, as apparently they themselves didn't know. Without a list of contents or instructions, I then found myself in the absurd position of trying to guess what might have been in some parcels that somebody else had packed! I was then told that we needed to give the courier 24 hours to look for the parcels - even though nearly a week had already passed since the courier himself had informed me that they were missing. I informed the call handler that I would be going on holiday in six days time, so could they please ensure that the remaining parcels were delivered before then to avoid having them sat on my doostep while I was away. After telling me that this would be done, she then informed me that in fact she had missed the cut-off so they would now be delivered the day I was leaving, 7th July (13 days after they were reported missing by the courier). As we were leaving at 10am I asked for the Customer Services Manager to ensure that they were delivered before this time. The delivery came just as we were leaving - the date on the parcels was 19th June. However, on the first morning of our holiday I had a missed call from a courier saying that he was running late for the pre-9:30 delivery. He left this parcel (presumably the later replacement) on our doorstep, where it remained for a week - exactly what I had asked not to happen. Neither the call handler nor the Customer Services Manager is probably aware of this, as neither of them bothered to follow up with me.”

Helpful Report

Posted 1 month ago

Thank you for your email and for taking the time to detail your experience. We appreciate how frustrating and disappointing this situation has been, particularly given the value of your order and the inconvenience caused ahead of your holiday. Firstly, we would like to clarify that, regrettably, we were never made aware by our carrier, DX, that two parcels from your consignment had not been delivered. As a result, we only became aware of the issue when you contacted our Customer Services team. When customers report missing parcels, we will often ask if they can identify which items are missing. This allows us to arrange replacements as quickly as possible. We appreciate that in some circumstances customers may not know exactly what was contained within each parcel. In those cases, we are able to obtain a warehouse pick list and compare this against the items received to determine what is outstanding. However, this process can take longer than if the missing items can be confirmed immediately. In cases where parcels are reported as undelivered, our standard procedure is to allow the carrier time to conduct a depot search before replacement items are dispatched. While we understand this can be frustrating, depot searches frequently result in missing parcels being located and successfully delivered, preventing unnecessary duplicate shipments and further delays. Once DX completed their search and confirmed that the missing parcels could not be located, we arranged for replacement items to be dispatched as quickly as possible using the earliest available service. We have also noted your comments regarding the timing of the replacement delivery and the additional parcel that was delivered while you were away, despite you having made us aware of your holiday arrangements. We fully understand your frustration, particularly as you had specifically requested that no deliveries be left unattended during your absence. Please accept our sincere apologies for the inconvenience, disappointment, and frustration caused by this situation. We recognise that this experience fell short of the service standards both we and our customers expect, and we are very sorry for the difficulties this has caused you. Kind regards HH Team

Posted 1 month ago

“I ordered a square obelisk to support my standard rose. I noticed on my bank account that I had mistakenly placed two orders for the same obelisk and made two payments. I phoned Harrod and said that I only needed one. The polite man at the other end said that if the obelisks were in the distribution centre in Norwich he would arrange for one to be sent back to Harrod and the other to be sent to us in Bristol. They were in the distribution centre but both obelisks arrived in Bristol. We are outside the UK until the end of September and our gardener thought I had ordered two and unpacked both, I can't sort this until the autumn. Please help. Vieda Shelley, Stoke Bishop, Bristol.”

Helpful Report

Posted 1 month ago

Sincere apologies for the issues you have had with this order, our customer service team are working on this now and will look to get things sorted for you shortly. Apologies again for the inconvenience caused. Kind regards HH team.

Posted 1 month ago

“Order out of stock had to cancel order.”

Helpful Report

Posted 1 month ago

Thank you for your review and sincere apologies about the item you ordered being out of stock. We aim to keep our stock situation as up to date as possible and sorry that we let you down on this occasion. We will review this and look at how we can improve our stock messaging to prevent this happening in the future. Apologies again for the inconvenience caused. Regards HH Team

Posted 1 month ago

“Let down completely from order to delivery to cancellation.”

Helpful Report

Posted 1 month ago

“Customer number; 0042102848 Order Number: 1420518 Having spent nearly £300 on an Aluminium Fruit cage I am very disappointed with the quality. My daughter and her partner have spent two whole days trying to erect this. The instructions were abysmal.The door catch does not work, the side netting is not long enough and there is far too much netting for the roof. I am really upset as the whole thing looks shoddy and definitely not what I had expected. I deliberately bought from you as I have had raised beds from you which are extremely good quality and fit for purpose. I cannot say the same for the fruit cage.”

Helpful Report

Posted 2 months ago

“Item never received”

Helpful Report

Posted 2 months ago

“With patience expired, I requested refund on reciept of third consequtive faulty goods.”

Helpful Report

Posted 1 year ago

Thank you for your message, and I’m truly sorry to hear about your experience with receiving three consecutive faulty items. This is clearly not the standard we aim to uphold, and I completely understand your frustration. Please accept our sincere apologies for the inconvenience caused. We are currently investigating this issue to understand what went wrong and, most importantly, to ensure it does not happen again in the future. Kind regards, Richard

Posted 1 year ago

“Could not be worse. Promised delivery 4 different days, each time phoned up to be told wouldn’t arrived that day and reschedule a couple of days later - and then it didn’t come! This saga went on for over 3 weeks. Promises of actions and call backs never met. It was a farce.”

Helpful Report

Posted 1 year ago

“Instructions were inadequate. Strapping plates were missing. Some parts had been bent /scratched in transit. Phoned customer services and asked if there was a video link. Jack promised to send one and didn't. Found it myself and that too was inadequate. Customers need to know putting the raised metal garden together is not a quick job. It takes hours and hours. Strapping plates turned up yesterday after i called Thursday the week before. Wouldn't buy another one and customer services couldn't help.”

Helpful Report

Posted 1 year ago

Dear Mr. Dunn, Thank you for your feedback and apologies for the problems you encountered with your order. We do take feedback like this very seriously and will review the instructions and look at ways to improve these. Apologies for the inconvenience caused with the damaged parts, this will be investigated to see how we can improve this and prevent it from happening in the future. Sincere apologies again, Kind regards, HH Team

Posted 1 year ago

“We expressed interest in a walk in fruit cage and we were bombarded with offers online ie free delivery and 10% off. When we actually ordered and paid for it we were fobbed off saying both offers had expired so the new catalogue will be recycled as we will not order from Harrod again.”

Helpful Report

Posted 1 year ago

Dear Mrs. Bartley, Sorry to hear of the problem you had receiving a discount on your fruit cage. Customer services have been informed and will be in touch to try to help resolve this issue for you. Apologies again for any inconvenience caused. Regards HH team.

Posted 1 year ago

“i still not revice my order.”

Helpful Report

Posted 2 years ago

“I wouldn't know what the product (bean trellis) is like because I still haven't received it. The onlyositive comment is that the phone staff were pleasant to deal with. Ordered early May with no indicaton of problems . Was then told it was back ordered. The estimated delivery date kept changing. Most of what I was told (email and phone) turned out to be optimistic if I am generous and intentionally misleading if I am less than generous. It was finally shipped on Monday with up to 3 days (to today) for delivery. I am to be informed the day before arrival by the shipper which hasn't happened. So this is also not on time. Meanwhile my beans started in the greenhouse in good faith are 2m tall and progessively more difficult to keep alive.”

Helpful Report

Posted 2 years ago

Thank you for your review and sorry for the delays with the delivery. We aim to be as accurate as we can with dates for out of stock items and apologise for lack of clarity you received on this occasion. Feedback like this is really appreciated as it helps us to improve our service in the future. Apologies again.

Posted 2 years ago

“Ordered 2 raised beds … A month later had nine separate parcels from 2 deliveries which still didn’t make up a single raised bed!!! Returned it all and asked for refund. Waste of time and I won’t order from HH again.”

Helpful Report

Posted 2 years ago

Thank you for your review and sincere apologies for the issues you have had. The original order was despatched within 2 days of ordering but the courier only delivered 4 of the 9 bundles with 5 being lost or returned to us unfortunately. We did replace the 5 bundles which should have contained all the parts required but apologies if this was not the case. We did collect everything FOC and issued a refund. Sorry we couldn't resolve the issue to your satisfaction on this occasion, we appreciate your feedback as this helps us to improve our service for the future.

Posted 2 years ago

“Hopeless. Didn’t tell me an item was out of stock and refused to send me a part order. Cancelled a £900 order as a result.”

Helpful Report

Posted 2 years ago

Thank you for your review and sorry to hear you cancelled the order due to a part being out of stock. Unfortunately we had a part of the order out of stock and were unable to ship the order straightaway. We were looking to manufacture the part as soon as possible and get this out to you, but there would have been a slight delay which resulted in your cancellation. Apologies for the inconvenience caused and we hope you consider shopping with us again in the future.

Posted 2 years ago

“I ordered a southwold fan trellis on 25/02/2024 and still haven’t received the trellis. I’ve received one email that the product though listed on their website for sale won’t be available till the end of May for delivery. I did contact them to see if they could offer a concession on another product (obelisk) to help support the plant that needs the trellis but wasn’t offered anything. This type of customer relations doesn’t bode well with me and I will not order from them again. I have bought lots of products in the past to include (3 x guttering trellis, 2 x node trellis systems, obelisks (lots) but they couldn’t bring themselves to think about customer retention.”

Helpful Report

Posted 2 years ago

Dear Mrs. Fulton, Apologies for the delays you have experienced with the trellis. This has been forwarded to our customer services team who are investigating the issues you have raised and will be in touch regarding this. Sincere apologies again for the inconvenience caused and hopefully we can get this matter resolved for you shortly. Kind regards, HH Team

Posted 2 years ago

“It has taken three months and three deliveries to receive the metal raised bed in a usable undamaged condition. The damages occurred in transit but could have been prevented with better packaging. Significant delays were also caused by slow manufacturing.”

Helpful Report

Posted 2 years ago

Thank you for your review and disappointed to hear about the issues you have experienced. Our operations team have been made aware of the issues you experienced with the beds being damaged in transit and we will be reviewing this and looking for ways to prevent this in the future. Apologies for the issues you experienced and hope that everything is now resolved to your satisfaction and you are happy with the beds. if you have any further issues please don't hesitate to contact our customer services team who will be more than happy to help.

Posted 2 years ago

“I have jusr put up the insect pest and wind barrier that I ordered earlier. It is not very effective . The clips slide down the rods and don't hold the netting up and as soon as there is any wind the clips pop off. I have substituted some of the rods I bought for hoop extensions and they seem to be working better; the clips grip more snuggly on these. I don't know what's gone wrong as surely you tested this piece of kit before marketing it and you would have known that the net was not held in place. I've always trusted Harrods to supply me with good sturdy stuff that does the job it's meant for , and up until now ,I have not been disappointed.”

Helpful Report

Posted 3 years ago

“Still haven’t got my order. Over a week before it was dispatched (why?), then 3 days to be delivered, which turned into 4days.. Due to be delivered today, we waited in all day and nothing. Tracking says a card was left but there is no card. If it doesn’t arrive tomorrow we won’t be here for 2weeks. The products might be good - we may never know- but dispatch snd delivery leave a lot to be desired. If I could cancel my order now I would.”

Helpful Report

Posted 3 years ago

“Why can't I visit your site without accepting advertising cookies? I and a growing number of consumers simply will not visit such sites and you will lose their custom Sorry.”

Helpful Report

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	Greater than 91%
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Under An Hour

Harrod Horticultural Reviews

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