“The phone staff do not care about your purchases .. when you phone up to ask why they have not been delivered .... it’s like they are numb to any kind of caring . It’s like they take things for granted about the process and just see customers as numbers and annoyance ... not impressed ! My order was returned by Tuffnells !!! With no communication to me .... then you send me a review !! Your staff just work to the process that is not fit for purpose ... even when I was in the phone ... they just wanted me off it ! Harrod .... I have bought from you before .... but hide behind poor Customer Service !”

Helpful Report

Posted 5 years ago

Thank you for your order and review. We are sorry to hear that you encountered problems when dealing with us. We pride ourselves in offering a 1st class customer service so will investigate the points you raised in detail to see how we can improve the areas 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 5 years ago

“Raised beds ordered 25 October, dispatch notice 3 December, it’s now 7 December and nothing has arrived. I emailed twice to query status of the order, only to then be told that there was a delay on the materials. Customer service is not proactive. I cannot comment on the quality as they still have not been delivered.”

Helpful Report

Posted 5 years ago

Thank you for your order and review. We are sorry to hear that you encountered problems when dealing with us. Unfortunately, we were let down by our suppliers of the timber for the Raised Beds which we source externally. We are very sorry for the delay with your order, however we understand that you have now received this. Please accept our apologies once again for any inconvenience caused.

Posted 5 years ago

“Paying over £2,300 for a few metal planters is all well and good. But then receiving them on site and realising that we needed another day to put them together! Over 300 screws for 5 planters!”

Helpful Report

Posted 5 years ago

Thank you for your order and review. We are sorry to hear that you were disappointed with your order. We do advise on our website that the Harrod Metal Planters are self assembly items. However, we have passed you feedback onto our Web Team to see if they can make this information clearer on our website. Please accept our apologies for any inconvenience caused.

Posted 5 years ago

“I haven’t received the article yet and just receive emails to tell me the filling of the order has yet again been delayed - I think we are now pending a December delivery”

Helpful Report

Posted 5 years ago

Thank you for your order and review. 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 further delay. Whilst most of our products are manufactured by ourselves, regrettably the Burgon and Ball Groundbreaker Spade is a bought-in product and we are completely in the hands of our suppliers regarding stock dates. Please accept our apologies once again for any inconvenience caused.

Posted 5 years ago

“Never received my order. Needed a present for a retirement unfortunately Harrod Horticultural delayed the item 3 times i eventuallh gave up and cancelled”

Helpful Report

Posted 5 years ago

Thank you for your order and review. We are sorry to hear that you encountered problems when dealing with us. We understand the delay with your order caused great inconvenience for you and unfortunately you had to cancel this. Whilst most of our products are manufactured by ourselves, regrettably the Ground Breaker Spade are bought-in products and we are completely in the hands of our suppliers regarding stock dates. Please accept our apologies once again for any inconvenience caused.

Posted 5 years ago

“I bought a 6x4 raised bed. The corner pieces were insubstantial and split when i put it together and altogether not robust enough to support the side pieces. Had to buy additional wood locally to put it together. The delivery was prompt”

Helpful Report

Posted 6 years ago

Thank you for your order and review. We are very disappointed to learn that the item you ordered was not of the high qualilty which we normally expect of our products. We understand that a member of our Customer Services Team has now contacted you regarding this and we sincerely apologise for any inconvenience caused.

Posted 6 years ago

“Delivery was promised on one day within a full day delivery slot. It did not arrive. Promised for next day, again a whole day slot, didn't arrive. Promised for a third day, arrived at 17:45 only 15 minutes before end of delivery slot. That is totally unacceptable and I will never buy anything from you again. Sending me this request for a review is like a slap in the face especially as you have not responded to my complaints.”

Helpful Report

Posted 6 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, but rest assured this will be investigated fully to ensure standards are improved further. Were you to order from us again, we could send this with different carriers if requested. We understand that you had not received a reply from us regarding your complaint about delivery. After checking, regrettably we cannot locate an email from your address was received on our system. If you could kindly forward this onto our Customer Service Team customerservices@harrod.uk.com we will deal with this immediately. Please accept our apologies once again for the inconvenience caused.

Posted 6 years ago

“The delivery driver scratched my wooden floor and haven’t heard anything about a repair”

Helpful Report

Posted 6 years ago

Many thanks for both your recent order and review. We are very sorry to hear of the problems you encountered during the delivery of your goods by our carriers. We take all comments regarding delivery very seriously as it is one of the aspects of our operation we cannot directly affect once the goods leave our warehouse. Regrettably, any damage caused to property is the carriers' responsibility and we have forwarded your comments to our Account Manager at DX for them to look into and contact you directly. Please accept our apologies once again on behalf of both our carriers and ourselves and we will do all we can to ensure any future Harrod Horticultural ordering experience, from placing your initial order through to delivery at your door, is of the highest standard.

Posted 6 years ago

“You advertise things that aren’t in stock. Your delivery arrangements are shockingly bad.”

Helpful Report

Posted 6 years ago

Thank you for your order and review. 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. We are also sorry to hear that 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. Our carriers are regularly reviewed and we would like to reassure you that we only experience a small percentage of deliveries with issues. If you were to order from us again, we are able to select alternative carriers if requested. Please accept our sincere apologies for any inconvenience caused.

Posted 6 years ago

“Informed that my delivery would be with me on 2nd December, including the ability to track it - actually arrived on 11th December after numerous calls and mails - unacceptable.”

Helpful Report

Posted 6 years ago

Many thanks for both your recent order and review. We are very sorry to hear of the problems you encountered during the delivery of your goods by our carriers. We take all comments regarding delivery very seriously as it is one of the aspects of our operation we cannot directly affect once the goods leave our warehouse. We will be passing your comments to our carriers’ Account Manager, as we do with all delivery service feedback we receive. Please accept our apologies once again on behalf of both our carriers and ourselves and we will do all we can to ensure any future Harrod Horticultural ordering experience, from placing your initial order through to delivery at your door, is of the highest standard.

Posted 6 years ago

“I haven’t yet received my order.I phoned Harrodsburg 10 days ago they promised to phone back that day but did not! I am not pleased !! Roger Neale. Hi,you have asked me to reverse my review of the service I have received from Harrods,I cannot do that because I havnt yet received my order that I was told last week it had been sent! What is going on ? Roger Neale”

Helpful Report

Posted 6 years ago

Thank you for your order and review. We are sorry to hear that you encountered problems when dealing with us. We pride ourselves in offering a 1st class customer service so will investigate the points you raised in detail to see how we can improve the areas 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 6 years ago

“I ordered Nemaslug to be delivered in the week beginning 5 August as I was going to be away for the previous two weeks. On my return I found that had already been delivered (but of course not refrigerated as there was nobody here) and had a Use By date of 31 July.”

Helpful Report

Posted 7 years ago

Thank you for your order and review. We are sorry to hear that you encountered problems when dealing with us. We pride ourselves in offering a 1st class customer service so will investigate the points you raised in detail to see how we can improve the areas 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 7 years ago

Thank you for your order and review. We are sorry to hear that you encountered problems when dealing with us. We pride ourselves in offering a 1st class customer service so will investigate the points you raised in detail to see how we can improve the areas 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 6 years ago

“Such wonderful products were ordered However, appalling service. 2 deliveries were lost in transit. Took over 3 weeks for delivery to arrive, after numerous contacts and Harrod Horticultural placing blame on the courier service! Appalling service with indifference and no apology.”

Helpful Report

Posted 7 years ago

Many thanks for both your recent order and review. We are very sorry to hear of the problems you encountered during the delivery of your goods by our carriers. We take all comments regarding delivery very seriously as it is one of the aspects of our operation we cannot directly affect once the goods leave our warehouse. We will be passing your comments to our carriers’ Account Manager, as we do with all delivery service feedback we receive. Please accept our apologies once again on behalf of both our carriers and ourselves and we will do all we can to ensure any future Harrod Horticultural ordering experience, from placing your initial order through to delivery at your door, is of the highest standard.

Posted 7 years ago

“I ordered a roll of netting but it arrived folded and tapered at each end not good”

Helpful Report

Posted 7 years ago

Thank you for your order and review. We understand that a member of our Customer Services Team has now contacted you to explain that the netting is a diamond mesh net and has to be stretched out at all four corners to achieve the correct rectangular shape. Please accept our apologies once again for any inconvenience.

Posted 7 years ago

“Harrod Horticultural - !! FAIL !! they were the worst ever at sorting out an delivery failure that was their fault and then it just got worse. It took my much repeated chasing. They failed to communicate, turned what should have been a simple process into a nightmare.”

Helpful Report

Posted 7 years ago

Thank you for your order and review. We are sorry to hear that you encountered problems when dealing with us. We pride ourselves in offering a 1st class customer service so will review the points you raised in detail to see how we can improve the areas which require attention. The product which you ordered is manufactured in house, but unfortunately, we were let down by our suppliers of the raw material which we source externally which led to the delay with despatch. We understand that a member of our Customer Service Team has been in contact with you to update you regarding delivery. Please accept our apologies once again for any inconvenience caused.

Posted 7 years ago

“I won’t be ordering from you again. From start to finish the experience I had was chaotic at best. I placed my order and immediately cancelled two items via email, as I had made a mistake. The next day I was told that the items had been dispatched, so I couldn’t have a refund until they were returned. The person I spoke to said they’d request a return from the courier. The courier still tried to deliver, twice. Then the item I actually wanted was dispatched. On this occasion I got no dispatch notification. I got home from work and some of my order had been dropped at my front door for anyone to take, ignoring my safe place instructions AND failing to knock for my partner, who was in the house. I had to call twice to arrange redelivery of the missing items. Again no tracking service from the courier, again just dumped outside my house with no attempt to see if anyone was in. I called to follow up and responses were non pluses at best. Safe arrival and customer confidence in delivery systems are the cornerstone of a decent online store. Sadly failing here.”

Helpful Report

Posted 7 years ago

Thank you for your order and review. We are sorry to hear that you encountered problems when dealing with us. We pride ourselves in offering a 1st class customer service so will review the points you raised in detail to see how we can improve the areas which require attention. We understand that you had emailed us to cancel your order, however, this was not actioned in time. We do aim to reply to all customers emails within 24 hours. Regrettably, on this occasion, your order was despatched before we had a chance to action your email. We are also sorry to hear that you encountered problems 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, but rest assured this will be investigated fully to ensure standards are improved further. Once again, please accept our apologies for any inconvenience caused.

Posted 7 years ago

“Item wasn’t delivered. Not in stock and kept getting item delayed emails so had to ask for refund”

Helpful Report

Posted 7 years ago

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

Posted 7 years ago

“Where do I start? i ordered some insect mesh over a bank holiday weekend. It appeared to be in stock . The Monday of the bank holiday I received an e-mail saying not only out of stock but it would be two months before it came back into stock. I promptly cancelled the order both by e-mail and left a message on answer phone I never received a confirmation of either of these messages having been read. I'm not just annoyed it appeared to be in stock but nearly £30 was taken out off my account for seven days. The amount should have been pending until posted out then I wouldn't have had to wait a week for it to be paid back in. Not only that the following day after cancelling the order I received another e-mail saying the order would be fulfilled and posted out to me within a couple of weeks AFTER I HAD CANCELLED THE ORDER. I then had to waste time phoning again to double check they had cancelled the order as I had gone elsewhere. Let me see how do I review a product that I never received, my money was retained for 7 days and then still tried to send out the order. Shocking company to deal with, and I will never order from them again.”

Helpful Report

Posted 7 years ago

Thank you for your order and review. We are sorry to hear that you encountered problems when dealing with us. We pride ourselves in offering a 1st class customer service so will investigate the points you raised in detail to see how we can improve the areas which require attention. We understand that you received an automated email advising you order was out of stock and you subsequently emailed us to cancel this. We do aim to reply to all emails within a 24 hours however, in peak season reply times may be longer due to volumes. We understand that your order has now been cancelled and you have been refunded for this. Please accept our apologies for any inconvenience caused.

Posted 7 years ago

“The product I ordered was not in stock but there was no indication of that on the web site. It was delivered weeks after I ordered it. When I sent a customer service enquiry I did not get a response until 2 weeks later. 10 days after the product arrived.”

Helpful Report

Posted 7 years ago

Thank you for your order and review. 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. At the time we were experiencing an unprecedented high volume of emails and would like to apologise also for not replying to your email in our usual prompt manner.

Posted 7 years ago

“The product is great but the service I received was terrible. Late delivery, missing parts, broken promises and the need to chase repeatedly. A very frustrating purchasing decision.”

Helpful Report

Posted 7 years ago

Thank you for your order and review. We are sorry to hear that you encountered problems when dealing with us. We pride ourselves in offering a 1st class customer service so will investigate the points you raised in detail to see how we can improve the areas 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 7 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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