“The cloche I ordered was very flimsy and completely unusable”

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 a member of our Customer Service Team has already contacted you regarding this. Please accept our sincere apologies for any inconvenience caused and thank you once again for your order.

Posted 9 years ago

“Hi. This is the second email I've received asking for a review of the products I've ordered however I haven't actually received the products!! It's been 4 weeks since ordering and I've been promised phone calls and emails to keep me up to date on the parts that are out of stock but so far I've received nothing. The customer service has been shockinginly 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 as 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 your order has now been despatched and a member of our Customer Service Team has attempted to contact you regarding delivery. Please accept our sincere apologies for any inconvenience caused.

Posted 9 years ago

“I have not yet received the order so why would you ask me to review it?”

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

“Plagued with emails asking me to review their products.”

Helpful Report

Posted 10 years ago

Thank you for your review and your order. We can confirm that we have amended the frequency of emails sent to you and would like to apologise for any inconvenience caused.

Posted 10 years ago

“I placed an order on line, then phoned to change the order just placed (I made a mistake). I was informed that the product wasn't in stock. I cancelled my order.”

Helpful Report

Posted 10 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. We understand that a member of our Customer Service team has now contacted you regarding this. Please accept our apologies for any inconvenience caused.

Posted 10 years ago

“I waited nearly a month for delivery. Despite the website saying goods were in stock at the time of ordering, it turned out that one component, the butterfly netting, wasn't. Although Harrod chased the supplier concerned it took ages for the netting to arrive in stock. Whilst Harrod was quick to respond to my emails enquiring about progress, the company was not proactive in contacting me first. Furthermore, in spite of the long delay for the goods to be ready to be shipped, and despite a specific request from me that they were shipped by express delivery, they appear to have been sent by the slowest route possible - at the time of writing this, five days after everything was in stock, nothing has arrived at my house. Whilst I've used Harrod a number of times in the past, the bad experience this time has put me off using this company again.”

Helpful Report

Posted 10 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 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 delivery. Please accept our apologies for any inconvenience caused.

Posted 10 years ago

“Goods were not suitable for purpose and I had to pay the postage to return the items they also issued only a partial refund foe some reason ???? Go elsewhere there are numerous garden suppliers who give a better service.”

Helpful Report

Posted 10 years ago

Thank you for your review and your order. We are very sorry to hear that you are unhappy with the service which you have received. We can confirm that the correct amount was refunded to you for the items which were returned. As in our Returns Policy, return postage is only refunded if items are damaged, faulty or if the wrong items have been sent. We hope this information is of help to you. However please do not hesitate to contact us should you require any further assistance.

Posted 10 years ago

“Very poor. First time I used this company, ordered parts but they never arrived. Sales team didn't have a clue what happened. Will never use again”

Helpful Report

Posted 10 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 Royal Mail. 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.

Posted 10 years ago

“The delivery service was very bad, e.g. phone number left on the card they left was no longer valid. Seems you rely on people taking a day off to receive parcel.”

Helpful Report

Posted 10 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 also now contacted you regarding this.

Posted 10 years ago

“I recently purchased a Cherry tree sleeve which seemed like a good idea however, it is too heavy, the one bough I managed to put it on bent almost to the ground with the weight of it. It is also so stiff it is very difficult to attach the ties. A total waste of money.”

Helpful Report

Posted 10 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 10 years ago

“VERY slow delivery - it took weeks to come. I would use Amazon next time for faster delivery Quality seems okay , but it's expensive for what it is.”

Helpful Report

Posted 10 years ago

Thank you for your review and your order. We are sorry to hear of the delay with your delivery. This was due to stock issues with our Rigid Heavy Duty Butterfly Netting. Whilst most of our products are manufactured by ourselves, regrettably the Rigid Heavy Duty Butterfly Netting is a bought in product and we are completely in the hands of our suppliers regarding stock dates. We understand that your order has now been delivered and we would like to apologies once again for any inconvenience.

Posted 10 years ago

“It would be good to review your company and quality of goods if I had received them. It's been one delay after another and very poor customer service .Ordered the day after my Chelsea visit and it's only a few days off the 1' st of July. What more can I say!!”

Helpful Report

Posted 10 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. The Round Column Obelisks are manufactured in house but unfortunately we had been let down by our suppliers of the raw material which we source externally. We can confirm that your order has been despatched today and should be with you by Monday. Please accept our apologies once again for any inconvenience caused.

Posted 10 years ago

“I ordered an item online on 22nd May as a birthday present. On the website it stated that the item was in stock. The next day I received an email to say that the item was in fact out of stock but that HH was expecting delivery on 27th May. I have since received an email every week telling me that the item will be delayed for yet another week. A month has now gone by and I have still not received my order. When I rang customer services I was assured that the item would be arriving but this is clearly not the case. I am extremely disappointed.”

Helpful Report

Posted 10 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. The Round Column Obelisks are manufactured in house but unfortunately we had been let down by our suppliers of the raw material which we source externally. After checking with our warehouse, we can confirm that your order will be despatched on Monday 27th June on an express delivery service for the next day. Please accept our apologies once again for any inconvenience caused.

Posted 10 years ago

“They do not, in my experience, have any concept of what good customer service is, let alone great customer service. Archaic ordering system only allows full delivery options when orders made by phone - but the web site doesn't tell you that. "Customer service" unable to,say when delivery would be made. Delivery got lost, or was never despatched properly, so it arrived over two days. Carrier had no tracking method available. When it arrived, this was not what I expected nearly £200 worth of staging to look like. Dented trays, lower shelves are not height adjustable, slats do not fix in place, not as robust as I expected for the premium price. Bent corners to two trays. Given that I had to argue to get even a refund of postage due to the delivery mess up ( no other compensation was offered) I didn't bother complaining about the quality as from my experience so far I had lost the will to live over this product and this company.”

Helpful Report

Posted 10 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 understand that you also experienced difficulties with delivery of your order and part of this arrived damaged. It is frustrating for us when this happens because we cannot directly affect this part of the service when the goods leave our warehouse. We can confirm that we will always replace damaged items if reported to us. We have attempt to contact you regarding this however could not get through. Please kindly contact Customer Service on 0333 400 6400 to resolve this issue. Thank you again for your order and please accept our sincere apologies for any inconvenience caused.

Posted 10 years ago

“An item was ordered on 24th April and 3 times I received an email saying it would be delayed the final date given was 7th July. I then cancelled the order as I could not wait any longer. Very disappointed with the service as the only explanation given when telephone calls were made was 'that it is in transit'.”

Helpful Report

Posted 10 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 had caused great inconvenience for you and we are as disappointed as you are with the most recent delay. Whilst most of our products are manufactured by ourselves, regrettably the 12m Wide Butterfly Netting 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 10 years ago

“I ordered a cold frame 4 weeks ago, on the basis of a 3-5 day delivery time, and have seen or heard nothing. I have enquired by email twice and heard nothing. Very disappointed.”

Helpful Report

Posted 10 years ago

Thank you for your review and your order. We are sorry to hear that you still have not received your Cold Frame. These items are despatched directly from our suppliers. We understand that a member of our Customer Service team has now contacted the suppliers and replied to your e mail to confirm that your Cold Frame will be delivered on Wednesday. Please accept our sincere apologies for any inconvenience caused.

Posted 10 years ago

“It gets worse, only half my order has been delivered, the other half never even reached the courier according to them.”

Helpful Report

Posted 10 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 to confirm that the second bundle has now been delivered. Once again, please accept our sincere apologies for any inconvenience caused.

Posted 10 years ago

“Zero customer service. Wanted to delay delivery of an item only to be told that could only be done if I'd ordered by phone in the first place. Their solution? Cancel the order and reorder later, by which time they might be out of stock! Hopeless.”

Helpful Report

Posted 10 years ago

Thank you for your order and review. We are sorry that you experienced problems when dealing with us and understand that a member of our Customer Service team has contacted you regarding this. Once an order has been processed, unfortunately we are unable to amend the despatch date. However, we can confirm that we are able to add a hold date to an order if requested whilst it is being placed. Please accept our apologies for any inconvenience caused.

Posted 10 years ago

“Very disappointed that the extortionate delivery charge was not apparent until after the order was placed. I do not live on the dark side of the moon. I feel I've been mugged.”

Helpful Report

Posted 10 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 also do give the total value of an order, including postage, before the checkout stage on our website. Please accept our apologies for any inconvenience caused.

Posted 10 years ago

“Haven't yet received the goods. So how can I allocate a rating? I've put very poor just to annoy you, because you need to make space for those who cannot or do not wish to give an overall rating. Your approach distorts the results.”

Helpful Report

Posted 10 years ago

Thank you for your order and review. We understand that this issue has now been resolved with a member of our Customer Services Team who has confirmed that your order was delivered and signed for on 11th April. Please accept our apologies for any inconvenience.

Posted 10 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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