“I wasn’t that happy with one of the products I received; it was as per the catalogue small print but I still can’t see why you don’t make it differently. It also took nearly three weeks to respond to my enquiry.”

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 can confirm that our Strawberry Cages are not supplied with fitted covers, however, we have forwarded your suggestion onto the relevant department to review. Thank you once again.

Posted 7 years ago

“I placed an order for plants, but nothing happened for several weeks. I tried to find out what had happened to my order by calling customer services - was cut off after the phone rang unanswered for 2 minutes. Sent an email and got 2 automated responses saying they would contact me within 24 hours. Guess what... no contact. A few days later I got am email from the plant suppliers saying my order would be with me shortly. Several days later it turned up. Plants are mostly OK, have had a couple of fatalities due to damage and they were all very limp but the others are recovering. Would not recommend or use again.”

Helpful Report

Posted 7 years ago

Thank you for your review and order. Firstly, please accept the delay with despatch of your plants. Our Nursery will only send plants once they are strong enough to survive the journey and we disappointed to hear that some plants arrived damaged. We understand that this issue has now been satisfactorily resolved with a member of our Customer Services Team. Please accept our apologies once again for any inconvenience.

Posted 7 years ago

“I received a poor service recently when ordering some anti-insect netting, together with all-important steel ground pegs to secure said netting to the ground, only to be told that this staple item was out of stock. Furthermore, replenishment stocks did not arrive bt the date promised following which I complained and received a totally unsatisfactory response which failed to address the problem and matters absolutely no further forward. Ultimately after a further delay I finally received the ground pegs, but without any apology or price adjustment for the inconvenience I had suffered.”

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 up to date as possible regarding stock availability and also keeping our customers up to date with any delays with orders. We can confirm that we will be investigating this issue fully with the relevant department. We understand that your complete order has now been delivered. Please accept our apologies for any inconvenience caused.

Posted 7 years ago

“Moth trap received within two days of ordering - very quick. However, there were no instructions on how to assemble it or how to use it. I queried this and had a quick reply on 8 May: "We can confirm that we are currently dealing with your enquiry with the relevant department, and will get back to you as soon as possible." I'm still waiting five weeks later.”

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. After checking we can confirm a reply was sent to you email and are sorry if your had not received this. 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

“Ordered roman arch. One piece is missing. Have had acknowledgment of my email but piece not arrived. Half finished product half put together in living room. What has arrived is of excellent quality though.”

Helpful Report

Posted 7 years ago

“On 24th April I ordered an additional vegetable cage to go with the 2 you supplied us 3 years ago. It was delivered promptly - the packing tube was severely damaged but luckily the contents survived. Having first telephoned, but finding you reluctant to accept a phone order, I had ordered online - simple enough. But the reason for phoning was that I also wanted a quote for a bespoke net to fit a cage over one of 4 raised beds you had supplied us with 10 years ago (still doing the job despite needing a few repairs to rotted corner posts and base planks). The dimensions were noted, and I was advised I would receive a quote in due course - not necessarily “by return”, but within the 30 days eligibility for free delivery. Disappointingly, I never heard anything further, so gave up.”

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 a quotation will be received shortly. We apologise for any inconvenience caused.

Posted 7 years ago

“Not informed that delivery date was going to be lengthy. Cancelled order and sourced elsewhere (cheaper too).”

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.

Posted 7 years ago

“I had to purchase an extra set of connectors (GDN-675 - CONNECTOR 25X25 3 WAY 3WC) for my aluminium cage as the old ones became rusty and broke. I also had to pay a blacksmith to get the broken connectors removed from their hollow poles. When I contacted Jarrod I was informed that the cage, once erected, was not supposed to be dismantled. I had had to dismantle mine each winter as I had it on an allotment and erect it again for the summer season. A poor design of connectors as the go rusty over time. But they are supposed to be outside all year!”

Helpful Report

Posted 7 years ago

Thank you for your order and review. We are sorry to hear that you experience issues with the connectors to your Steel Fruit Cage. Our Steel Fruit Cages have a 10-year structural guarantee and are designed to be assembled and left in one area. The cage can be dismantled; however, we do recommend against this as parts can become damaged, especially if dismantled on a number of occasions. We hope this explanation is of help to you and thank you again for your comments.

Posted 7 years ago

“Product was ridiculously delayed with no reason. Communication was so poor.”

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 customers as up to date as possible with regarding delivery of their goods. We are currently reviewing our system to ensure these issues are resolved and would like to apologise for the delay and inconvenience caused.

Posted 7 years ago

“I have not received goods yet.”

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 up to date as possible regarding stock availability and also keeping our customers up to date with any delays with orders. We can confirm that we will be investigating this issue fully with the relevant department. We understand that a member of our Customer Service Team has been in contact with you regarding your order. Please accept our apologies for any inconvenience caused.

Posted 7 years ago

“I cannot be happy with a purchase that I have not received. Should my order have arrived yet ?”

Helpful Report

Posted 7 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 plants and understand that you cannot always reply to our request immediately. Please accept our sincere apologies for any inconvenience caused.

Posted 7 years ago

“The first sales lady I spoke to was very helpful however when I encountered a problem the second lady is someone I do not wish to talk to again. you will realise I will not try 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. 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

“After assembling the propagator, I came down the next morning to find it had collapsed. I have since replaced the suction pads with plastic bolts, but now I have great difficulty in removing the lid. I would much prefer a system where the lights were attached to the lid, so that they could be easily removed in one piece.”

Helpful Report

Posted 7 years ago

Thank you for your order and review. 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. Please accept our sincere apologies for any inconvenience caused and thank you once again for your order.

Posted 7 years ago

“I had to file down one end of each slat (12 in total) in order to be able to fit the slats in the staging to form the lower shelf”

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 regarding this. Please accept our apologies once again for any inconvenience.

Posted 7 years ago

“Considering the cost, i would say this item is significantly over priced. Assembly took approximately 5 hours. This has no reflection on my DIY ability but the 100's of screws involved. The finished article looks good and works well. I would seriously request your designers to look at sub-assembly at the factory prior to shipment”

Helpful Report

Posted 8 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. Please accept our sincere apologies for any inconvenience caused and thank you once again for your order.

Posted 8 years ago

“Late on delivery and had to chase order, then the goods arrived over 5 days and 3 different deliveries two being the same vehicle and driver despite being asked that there was a package short at the first drop off. Then there was an item missing from the assembly, when notified Harrod customer service said "would despatch immediately" I stupidly assumed would get missing parts the next day, sadly that took another 5 days to arrive.”

Helpful Report

Posted 8 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 and understand that a member of our Customer Service team has already spoken to you regarding this. 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 8 years ago

“STILL WAITING. Notified of a long delay shortly after placing my order. I was informed that the there has been a further delay on top of this. So I can't really comment on the quality of the goods received as I am still waiting to receive it. Gardening is seasonal, so if you can't get the items you order in a timely manner, they might not be much use to you, at least till the following year.”

Helpful Report

Posted 8 years ago

Thank you for your review and your order. We are very sorry for the delay in despatching your order. Whilst most of our products are manufactured by ourselves, regrettably some are bought in products and we are completely in the hands of our suppliers regarding stock dates. We would like to apologise once again for the delay and for any inconvenience caused.

Posted 8 years ago

“Poor performance of Encarsia. Whitefly control.”

Helpful Report

Posted 8 years ago

Thank you for your order and review. As the Whitefly Control is a live product, unfortunately the heat may have affected the performance of the parasites this year. We understand that a member of our Customer Services Team has now contacted you regarding this. Please accept our apologies once again for any inconvenience.

Posted 8 years ago

“The product is good, but the communication and prolonged delivery was not. I had to constantly chase where it was and they kept changing the delivery or didn’t communicate at all.”

Helpful Report

Posted 8 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 8 years ago

“Damaged goods, and poor customer interaction when the damage was reported”

Helpful Report

Posted 8 years ago

Thank you for your recent order for Harrod Horticultural products, and for taking the time to complete an online review. We rely greatly on comments from our customers to drive our policy of continual improvement in both the products we supply and the service we offer, and are most grateful for your views. We would like all our customers to be delighted with their Harrod Horticultural shopping experience and we are sorry to hear that you encountered problems when dealing with us. We understand that you had received your order and part of your arch was damaged. This was reported to us and we requested a photo of the damage. We are sorry that you were unhappy with this however, it is company policy to request a photo before a replacement can be sent. After checking we can see a replacement part was sent to you the following day on a next day service. Please accept our apologies once again for any inconvenience.

Posted 8 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	Greater than 89%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Under An Hour

Harrod Horticultural Reviews

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