“Order had to be cancelled as a result of ongoing delays.”

Posted 7 years ago

Thank you for your order and review. We are sorry to hear of the delay with the delivery of your order. This was due to stock issues with our suppliers. Whilst most of our products are manufactured by ourselves, regrettably the Heating Mats are a bought in product and we are completely in the hands of our suppliers regarding stock dates. We would like to sincerely apologise once again for any inconvenience caused.

Posted 7 years ago

“On 05.05.18 I ordered 2 packs of vine weevil nematodes and 1 pack of slug nematodes. I questioned the postage quoted and was told that the weevil nematodes and the slug nematodes had to travel separately. I explained that Northern Ireland is still part of the UK, and that I ought to be paying local postage. I was charged £15.95 for postage, for 2 packages weighing 105 and 110g respectively. Even as Small Parcels that should have been £6.90.”

Helpful Report

Posted 7 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 7 years ago

“I received a letter through the post informing me that the item that I had ordered was no longer available - even though it was on your website and it didn’t flag up when I continued to check out. In the letter no alternative was suggested, I was going to ring your customer services team but decided that I didn’t want to spend my money with you. I have been proved right as you didn’t even realise that I didn’t receive anything to be satisfied with.”

Helpful Report

Posted 7 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. Wherever possible we do offer alternatives to discontinued products. Regrettably the item you had ordered did not have a suitable alternative. Please accept our apologies for any inconvenience caused.

Posted 7 years ago

“Was advertised as in stock. Had to wait 5-6 weeks to get it. Would not have ordered if the info was accurate in the first place.”

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

“1. the delivery - on the third attempt the goods arrived. communication around when delivery would happen was incorrect and comms were not timely 2. the product - one chair was faulty”

Helpful Report

Posted 8 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 the faulty chair has now been replaced. Once again, we sincerely apologise for any inconvenience caused.

Posted 8 years ago

“Had to wait weeks for the order. 70% of the “established” plants that arrived were tiny and half of these died after a few days.”

Helpful Report

Posted 8 years ago

Thank you for your recent review and order. We are very disappointed to hear that a number of your plants were received in poor condition and understand that a member of our Customer Service Team has been in contact to resolve this. We apologise for any inconvenience caused.

Posted 8 years ago

“Hopeless website, unable to complete order so gave up. Eventually succeeded in placing a different order, only to be phoned and told the main item was unavailable, hence I cancelled the one remaining item. And now you’ve emailed me for a review on a purchase that didn’t happen.... looks like your different departments need to talk to each other!”

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 and had difficulties with our website. We would also like to apologise for the automated nature of the email you have received. We are currently reviewing our system to ensure these issues are resolved. Please accept our apologies once again for any inconvenience caused.’

Posted 8 years ago

“On delivery, our fruit cage was left on the lawn in our back garden. No-one made any attempt to contact us. No-one left a note through the letterbox telling us the fruit cage had been delivered. We don't know how many days it sat there in the rain until we happened to find it by chance!”

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. 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. We understand that a member of our Customer Service Team has now contacted you regarding this. 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

“Good service but product does not work”

Helpful Report

Posted 8 years ago

Thank you for your order and review. 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 8 years ago

“I had to wait for more than two weeks for the item to be at stock. I received only one email after putting an order through that said sorry, the item is out of stock and the estimate date in-stock was supposed to be about 5 days, but yet it took 2 weeks with no updates. When I called and ask when it will be in stock I was told today and yet it took another week for it to actually be at stock. What a mess”

Helpful Report

Posted 8 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 we are as disappointed as you that we were not able to send your order sooner. The products themselves are manufactured in house, but unfortunately, we were let down by our suppliers of the raw material, which we source externally. It is company policy to keep our customers as up to date as possible regarding delivery of their goods. We are currently reviewing our system to ensure these issues are resolved and once again, would like to apologise for the delay and inconvenience caused.

Posted 8 years ago

“Harrod Horticultural provided my personal information to a third-party - reviews.co.uk - without my permission.”

Helpful Report

Posted 8 years ago

Thank you for your order and review. We do sometimes share personal data with trusted third parties for Non Promotional purposes that helps to either support our business or in this instance, includes understanding our customers better so we can offer the best products and service. As part of this, we use Reviews.co.uk as a trusted party that only use our customer email addresses for the exact purpose that we contract them for – to obtain customer feedback on our company, products and service. Sharing personal date for Non Promotional purposes is something that we outline in our Privacy Policy on our website. Our Privacy Policy also references your right to withdraw your data from any consent-based processing and we can confirm that we have now carried out your request. Please accept our sincere apologies for any inconvenience caused.

Posted 8 years ago

“We order our plants on 1st April and we are still waiting!!!! Really very unhappy and will not be re-ordering from you”

Helpful Report

Posted 8 years ago

Thank you for your order and review. Please accept our apologies for the delay in sending your plants to you. As stated on our website, plants are normally despatched from late April to July. However, unfortunately, because of the colder weather this season, the plants were not established enough to send until last week. We understand that your order has now been delivered to you, but if you do have any further queries, please do not hesitate in contacting us and we will be delighted to help you. Again, we sincerely apologise for the inconvenience caused.

Posted 8 years ago

“I will see whether the eco wood treatment works in time, but the postage was excessive. No bigger than a pack of cards and lighter in weight - £4.99 postage is ridiculous. They refunded £1 when I complained, but still far too much. £1 would have been fair.”

Helpful Report

Posted 8 years ago

Thank you for your order and review. We are very sorry to hear that you are disappointed with the postage and packing charge which you paid for your goods to be delivered. We can confirm that the delivery charge includes the cost of processing, packaging, checking and finally sending goods. Our postal charges are always being reviewed to ensure that they are fair to our customers. Hopefully this information is of help to you and we apologise for any inconvenience caused.

Posted 8 years ago

“Price of carriage an absolute disgrace; for a parcel that could have been posted for less than £3.00 we were charged nearly the price of the goods, which weighed next to nothing. Wake up, the Post Office have fixed rates no matter where you live in the U.K as opposed to being victimised because of our location by companies like Harrods who choose to use carriers as their first choice for delivery. This will be the last time !”

Helpful Report

Posted 8 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 that 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 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 8 years ago

“I have not received my goods, I have had several emails informing me the delivery date has been changed but no explanation why”

Helpful Report

Posted 8 years ago

Thank you for your review and your order. We are sorry to hear that you have 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. We understand that a member of our Customer Service team has now contacted you regarding this. Please accept our apologies once again for any inconvenience caused.

Posted 8 years ago

“On the final payment page they stated my final bill was around £38, when it came actually paying they had increased it to £47. I sent an email and nobody replied. The total and final payment pages on website lack clarity”

Helpful Report

Posted 8 years ago

Thank you for your recent order and review. We understand that the total cost of your order increased due to the higher postage charge to deliver the goods to your address. Unfortunately, some postcode areas attract an additional fee for delivery. We do state this on our website, however, we have passed your comments on to our webteam to see whether they can make this information clearer before the final payment page. Please accept our apologies for any inconvenience caused.

Posted 8 years ago

“wheres my cherry trees- nothing on the order just charged me carriage for some fleece??? tried contacting but no joy.....”

Helpful Report

Posted 8 years ago

Thank you for your order and review. 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 8 years ago

“The company tried to add on an extra postage charge for delivering to the Scottish Highlands but we live in the Lowlands. They don`t show a map to guide, and the charge was added at the last moment of the purchase, unexpectedly. There is no need for an extra charge because the Post Office do not cha”

Helpful Report

Posted 8 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 8 years ago

“I bought red spider mite killers which did not work, so money wasted”

Helpful Report

Posted 9 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 9 years ago

“Written instructions are very poor. No part numbers for items or easy way to identify which post is which. The kit sent did not resemble the picture in advertising.”

Helpful Report

Posted 9 years ago

Thank you for your review and order. We are disappointed to learn that you found the Steel Fruit Cage difficult to assemble. We can confirm that your comments have been passed onto our marketing department to update the information and we would like to thank you for bringing this to our attention. 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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