“after ordering one of your products I was informed that you could not supplythe item . Why were continuing to advertise the product and accept the order when you could not supply. I was disappointed that the product could not be supplied that is why my rating of your company is very poor”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are sorry to hear that you encountered problems when dealing with us. It is company policy to keep our website and our customers as up to date as possible regarding stock availability and we will be investigating this issue fully with the relevant department. Please accept our apologies for any inconvenience caused.

Posted 9 years ago

“I cancelled the order as you changed the delivery time on about four occasions and it proved impossible to plan the project properly so I went elsewhere and received excellent service.”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are sorry to hear that you encountered problems when dealing with us. We pride ourselves in offering a 1st class customer service so we will investigate the points you raised in detail to see how we can improve the areas of our service which require attention. Please accept our apologies for any inconvenience caused.

Posted 9 years ago

“Despite previous attempts to advise them that they have the wrong email address for their customer I am still receiving erroneous emails from them and presumably their 'valued customer' is wondering why they are being ignored! Please ask them to sort this out else I will just block their emails and they will presumably have lost an opportunity to sort out communications with their customer.”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are sorry to hear that you encountered problems when dealing with us. We pride ourselves in offering a 1st class customer service so we will investigate the points you raised in detail to see how we can improve the areas of our service which require attention. In the meantime, we understand that the issue has been resolved with a member of our Customer Services Team and we apologise for any inconvenience caused.

Posted 9 years ago

“I ordered 5 pairs of gloves, 3 said medium but they were all different sizes. When I rang customer services, although they were friendly, they had poor product knowledge. Over the phone I arranged an exchange. I filled in my order accordingly but I was given a refund instead. Very annoying as these were a gift. I ordered them elsewhere.”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are sorry to hear that you encountered problems when dealing with us. We have investigated this further and can confirm that we do state glove sizes small, medium and large on our website however, the number sizes can vary between styles of gloves. Please accept our apologies for any confusion caused with this.

Posted 9 years ago

“The parcel was delivered to the wrong address. When it arrived the following day the package was covered in boot prints where it had been walked all over@”

Helpful Report

Posted 9 years ago

Thank you for your order and review. Please accept our apologies for the problems you encountered during the delivery of your goods by one of our carriers. It is frustrating for us when this happens because we cannot directly affect this part of the service when the goods leave our warehouse so rest assured this will be investigated fully to ensure the standards are improved further. We understand that a member of our Customer Service team has now contacted you regarding this and again, we apologise for the inconvenience caused.

Posted 9 years ago

“sorry to be so negative but I put all four balls into the pond to clear its slime and mirk and NOTHING happened over days and weeks”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are very disappointed to learn that the item you ordered did not meet your expectations. We understand that the issue has been resolved with a member of our Customer Services Team and we apologise for any inconvenience caused.

Posted 9 years ago

“As above the communication nursery and customer services is absolutely awful.”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are sorry to hear that you encountered problems when dealing with us. We pride ourselves in offering a 1st class customer service so we will investigate the points you raised in detail to see how we can improve the areas of our service which require attention. We apologise for any inconvenience caused.

Posted 9 years ago

“Well my name is John Clarke,Vicky is my daughter and so lies the problem. First item I ordered from your service excellent that,s why I used you again . THIS time absolute deseaster.I was the paying address my daughter was the delivery address you just couldn't,t get that right. Then the carrier wouldn't,t deliver to my daughter address, 1.5 miles away! And now you have e mailed me with my daughters name absolute amateurs Will I use you again properly not. Sort your communications out it carnage. John Clarke”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are sorry to hear that you encountered problems when dealing with us. After checking our system we can see that when your order was placed on our website both the billing and delivery name entered was Ms Vicky Clarke’s, this is the reason that your review request was addressed to Ms Clarke and not yourself. We understand that you had emailed us to report an error with the address so we could amend this for you. However, your order had already been despatched from our warehouse. We had contacted our carriers to update them with the new delivery address but unfortunately this was not done in time by our carriers and delivery was made. We are currently investigating the reason for the address error on your order with our Web Team and would like to sincerely apologise for the inconvenience caused.

Posted 9 years ago

“Firstly the arched sections were damaged in transit and there seemed to be some mis-communication your end. We got replacements but the damaged items were not collected so we had to dispose of them. A 3-way connector was missing from the sealed fixings pack and then today when we finally had all the pieces, we unwrapped the straight pieces and virtually all of them have scuffed or chipped paintwork. Very poor and we are very disappointed. Looks like your products are being roughly handled before packaging and the paper packaging does not help matters”

Helpful Report

Posted 9 years ago

Thank you for your order and review. Please accept our apologies for the problems you encountered during the delivery of your goods by one of our carriers. The packaging that we use for transporting our products has been tested for many years and the carriers have clearly mishandled your goods. All of our carriers have a list of our expectations and it is frustrating for us when issues such as these happen because we cannot directly affect this part of the service when the goods leave our warehouse. Please be rest assured this will be investigated fully to ensure the standards are improved further. Once again and please accept our apologies for any inconvenience caused

Posted 9 years ago

“You keep asking me to review a product that was on your website, I paid for the product and then you emailed to say you no longer sell it! Why do you keep asking me to review something that you could not supply? Ridiculous.”

Helpful Report

Posted 9 years ago

Thank you for your recent order with Harrod Horticultural and also for your comments regarding the 'product review' request which you have received from us. Regrettably this review was sent to you in error, this is an automated request for a review which is sent to all customers 28 days after their order has been placed. We are currently looking into the reasons why this was sent to you after cancelling your order and we apologise for any inconvenience caused.

Posted 9 years ago

“The survey has arrived before the goods!”

Helpful Report

Posted 9 years ago

Thank you for your recent order with Harrod Horticultural and also for your comments regarding the 'product review' request which you have received from us. Currently, our website automatically sends an e mail to all customers 28 days after their order has been placed, regardless of whether the order has been despatched and delivered or even delayed. We appreciate that feedback cannot be provided until you have received your goods and understand that you cannot always reply to our request immediately. Please accept our sincere apologies for any inconvenience caused.

Posted 9 years ago

“I bought two pots for which the sizes were misleading. The measurement appears to have been for the external diameter rather than the internal..........and even this was smaller than advertised. Ideally pots should be sized by their volume in order to make them comparable. However the real issue was the limited ability of HH to allow me to change them without having to pay extortionate transportation fees for both the return and the delivery of the replacement. Surely it is not beyond the wit of man to arrange a collection and a delivery at the same time!”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are sorry to hear that you encountered problems when dealing with us. We pride ourselves in offering a 1st class customer service so we will investigate the points you raised in detail to see how we can improve the areas of our service which require attention. In the meantime, we understand that the issue has been resolved with a member of our Customer Services Team and we apologise for any inconvenience caused.

Posted 9 years ago

“I ordered an item on line only to be told the next morning that it was out of Stock, and would only arrive approximately 5 days later, I sent an email asking if the order could've cancelled 48 hours later no reply to my email ,other than an automated message saying they are busy Not a good start I should have gone to the other supplier”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are sorry to hear that you encountered problems when dealing with us. It is company policy to keep our website and our customers as up to date as possible regarding stock availability and we will be investigating this issue fully with the relevant department. Please accept our apologies for any inconvenience caused. With regards to your email reply, we do aim to reply to all customer’s emails within 1 working day however, during our peak season we are not always able to reply in the prompt manner we would like. Again, please accept our apologies for this. We understand that a member of our Customer Service Team has been in contact to resolve your issue.

Posted 9 years ago

“Poor quality no instructions”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are disappointed to learn that the item you ordered did not meet your expectations. As we are always trying to improve both the products we supply and the service we provide to our customers, we have forwarded your findings to our Product Development Team, who have the remit to evaluate any products which may be considered to be underperforming. We understand that this issue has now been resolved with a member of our Customer Services Team.

Posted 9 years ago

“It hasn't arrived yet”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are sorry to hear that you encountered problems when dealing with us. We understand the delay with your order has caused great inconvenience for you and we are as disappointed as you are with the most recent delay. The products themselves are manufactured in house but unfortunately we have been let down by our suppliers of the raw material which we source externally. Please accept our apologies once again for any inconvenience caused.

Posted 9 years ago

“Further to my earlier review about my fruit cage damaged in transit, I called last Saturday and was promised that the replacement uprights would be sent express delivery on Monday. It is now a week later and they have still not been received. I received an email on Wednesday telling me to dispose of the old ones which will require a trip to the dump so really bad service on three counts now. So disappointed as have used Harrod before with no problems. Will never use them again.”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are sorry to hear that you encountered problems when dealing with us. We pride ourselves in offering a 1st class customer service so we will investigate the points you raised in detail to see how we can improve the areas of our service which require attention. In the meantime, we understand that your replacements parts have been delivered and a member of our Customer Service Team have been in contact regarding collection. Please accept our apologies for any inconvenience caused.

Posted 9 years ago

“No pegs were supplied. The special brackets were very impractical. The short fat screws would not penetrate the wood with a screwdriver, and the brackets needed to be fixed below soil level. (There was no room for an electric drill to be used.) The cover was labelled 4ft x 4ft, but was undersized, (more like 3ft 6in). Consequently one corner of the cover split and tore, when it was being fitted. I had to buy my own mounting brackets and a tarpaulin for a cover. The only serviceable parts were the tubular hoops used for the frame. £74.90 wasted!!”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are very disappointed to learn that the item you ordered did not meet your expectations. As we are always trying to improve both the products we supply and the service we provide to our customers, we have forwarded your findings to our Product Development Team, who have the remit to evaluate any products which may be considered to be underperforming. We do state in both our catalogue and on our website that the PVC covers are designed to fit on the inside of our 4ft x 4ft Raised Beds so will be slightly smaller than this size. We will however, pass your comments on to see if this information can be made clearer. We understand that the issue has been resolved with a member of our Customer Services Team and we apologise for any inconvenience caused.

Posted 9 years ago

“When I confirmed my purchase the delivery charge more than doubled - very much "sharp practice " Don't contact me again!!!!”

Helpful Report

Posted 9 years ago

Thank you for your order and review. You comment on the cost of delivering an order outside of the UK mainland. We would like to explain the situation regarding delivery and prices across the country. As the range of products we manufacture and supply is so diverse in size and shape, we have to rely on couriers, to deliver the vast majority of our orders. To calculate their delivery tariff our couriers split the country into various zones governed by postcodes and unfortunately, delivery to some areas attracts an extra charge. We realise this is not an ideal situation but as our trade increases, we hope to be able to reduce this charge so deliveries to the whole of the UK mainland cost exactly the same. If it is any consolation, we do not add a surcharge to the figure our couriers charge us; in fact, we subsidise the £15.95 delivery cost on every order. Wherever possible, we try to send our products by Royal Mail or similar postal services but, as we mentioned above, the size, shape and weight of many of our products precludes this. We hope this is of help to you and thank you again for your order.

Posted 9 years ago

“Please stop harassing me with emails. I have phoned and requested hat you stop but I still keep getting them”

Helpful Report

Posted 9 years ago

Thank you for your order and review. We can now confirm that your e mail address has been removed from our system and would like to apologise for the inconvenience caused.

Posted 9 years ago

“The item was not in stock and you did not expect delivery for many weeks”

Helpful Report

Posted 9 years ago

Thank you for your review and your order. We are sorry to hear that you encountered problems when dealing with us. It is company policy to keep our website up to date as possible with regards to out of stock items and the items you ordered were reported as being out of stock. Please accept our apologies for any inconvenience caused.’

Posted 9 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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