Name: Hortology
Address: Unit 1D Marconi Road, Burgh Road Industrial Estate, Carlisle, Cumbria
Rating: 4.83

“I was extremely disappointed. The plant I received was almost dead. I contacted them and they made excuses about the weather. I explained that the plant purchased was a gift for Christmas and there was no offer of another plant being sent out by express delivery, they just said we have given you a refund. No delivery cost refunded.”

Helpful Report

Posted 3 years ago

Hi Angela We are really sorry you had a disappointing experience with us. Unfortunately, from time to time, plants may suffer in transit when it is below freezing. We will always remedy this, and would usually offer either a replacement or a refund, however in this instance, we were too late to dispatch a replacement plant in time for Christmas as we had passed the courier deadline for perishable items and hence were only able to offer a refund. We would also refund the delivery cost if the whole order was impacted. Kind regards - Your Hortology Team

Posted 3 years ago

“To be honest I am not happy. The price of these plants 2 of the plants I had received with my order the leaves had fell off which can be out down to the journey. But 8-9 days down the line the plants are just dying. I would never order again.”

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Posted 3 years ago

Hi Thomas We were really sorry to hear about your plants when you contacted us. We believed they were cold damaged due to the sudden cold snap whilst in transit and refunded you straight away. Sadly from time to time plants do get damaged in transit, but we will always resolve this issue when it occurs. We would never knowingly send sub-standard plants and check all orders prior to dispatch. We want our customers to be happy with their purchases. Kind regards - Your Hortology Team

Posted 3 years ago

“To be honest it was my first ever delivery my fortnightly flowers and the lilies were missing several heads and a lot of them had snapped. The greenery was a bit mangled too. I was very excited about them coming today so I feel that £20 was a lot to pay for this particular box. I wanted to be so pleased.”

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Posted 3 years ago

Hi Louise We are not sure if this review is for us? We do not sell flowers or have any fortnightly subscriptions? KInd regards - Your Hortology team

Posted 3 years ago

“In the pict that pots lokks very beautiful and shiny but when i received i was very dissaponted. Looks very dull”

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Posted 3 years ago

“BEWARE - Be very wary of purchasing from Hortology. I bought £115 palm from their site. First one had to be sent back, several fronds and leaves dried out or were drying out. Hortology cited frost damage. Second plant had exactly the same issue, the pictures enclosed are the leaves on day 1, within 30 days 75% of the plants fronds and leaves were yellow, dried out and dead. They've hidden behind their T's & C's and refused a 100% refund. They felt a gesture of 50% refund was a suitable decision. Personally, its not been a good experience with them and feel a little conned and almost £60 out of pocket.”

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Posted 4 years ago

Hi Nick. You are correct in that we do not accept continued liability for a plant once it has been accepted. As plants are perishable items, we believe this is only fair and reasonable. We provide care instructions and are always available for support and advice should a plant start to deteriorate. We will not refund a plant that has deteriorated after 30 days due to incorrect care. However if there is an issue with a plant upon receipt and it will not recover are we will fix this without hesitation. This is demonstrated by the fact we accepted there was the potential for some cold damage on the first plant received as it was sent during a very cold spell. We collected it free of charge for return and inspection. Some foliage was affected but thankfully, after trimming away the damaged foliage and monitoring the plant for a period of time we were able to determine there was no long term damage to the roots or overall health of the plant . We sent you a replacement plant and checked it thoroughly to ensure it was in good condition prior to dispatch. The plant was specifically sent during warmer weather to ensure there was no risk of cold damage again. You contacted us about a month later to advise the plant was drying out and acknowledged the roots were relatively dry. We offered detailed advice as to how to get the watering regime back on track. However at this point we are unable to refund the plant in full for you. Had you rejected the second plant we could have returned it and refunded you in full at the time. It is really sad that you feel conned, you have expressed your disappointment with us continually throughout the transaction regardless of our efforts to put things right for you. We do however feel that it is unfair to expect to receive a refund in full for a healthy plant that has perished whilst in your care. In recognition of the fact you had been so disappointed with your first palm, we offered a 50% refund. This was meant as a genuine gesture of goodwill. Your Hortology Team

Posted 4 years ago

“Very Disappointed - paid a lot of money and plants were already wilting/leaves were brown and dry when we received them and they died within days. The plants themselves would have been gorgeous - but not sure why they were received in that state and then died to soon.”

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Posted 4 years ago

“The dimensions of the vase was inaccurate and too small for my plant pot. No option for free returns.”

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Posted 4 years ago

“Very poor return policy. Hortology require one to pay for the return shipping which is out of line when compared to other retailers.”

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Posted 4 years ago

Hi Stephen As discussed, this is correct, we do not offer a free returns service due to the nature of our product. Our returns policy is available on each page, it is not hidden: https://hortology.co.uk/pages/returns-refunds If you return your whole order, we will however also refund the basic cost of the original delivery. Shipping live plants and fragile ceramics can be costly and many carriers will not accept these items. We subsidise our shipping charges as much as possible but cannot also offer a free returns service, without this then affecting sales prices. We therefore try to include as much information as possible about our product in order to avoid the need for a return and are always available to provide any further advice etc. Kind regards - Your Hortology Team

Posted 4 years ago

“I bought pothos and philodendron. Waited 10days They are easy to grow but I don’t have patience: I like big full plants. That’s the reason I decided to buy “mature” pothos/philodendron. I posed a video. Description says 40cm trail. At my disappointment none of the plants matched description. They just took youngs plants and shove them in some dry soil. I contacted them. Definitely don’t worth £60”

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Posted 4 years ago

“Plant in pieces when it arrived, out of pot and soil, loss of leaves - reported it and still no response almost a month later.”

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Posted 4 years ago

Hi Maureen We are very sorry to hear about this, however we have not received any communication from you on this previously. Please be assured we would want to put things right if we were aware there was an issue upon receipt. Please would you drop us an email and send in some photos of what was received so we can follow this up with you? Kind regards - Your Hortology Team

Posted 4 years ago

“They didn’t include the gift message I specifically asked for. Disappointing”

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Posted 4 years ago

Hi James I am so sorry to hear we got this wrong - I will drop you an email personally so we can put this right with you. Kind regards - Sandra

Posted 4 years ago

“Very disappointed with my purchase with hortology. Both plants were so dry and one of them had so many yellow and dead leaves. Unfortunately I had to purchase a new one on to replace the half dead one from another website.”

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Posted 4 years ago

Hi Vivian Having seen your review, we have contacted directly so that we resolve this for you. Kind regards - Your Hortology Team

Posted 4 years ago

“My plant was handed to me upside down and several leaves were damaged Over the next few days they continued to fall off and the plant is still dying despite my attempt to help it”

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Posted 4 years ago

Hi Eva - it does not look like you made us aware of any issues at the time you order was received. Please would you contact our customer care team with the details so that they can help resolve this for you? Kind regards - Your Hortology Team

Posted 4 years ago

“Plant died within a week of delivery even though care instructions were followed.”

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Posted 4 years ago

Hi Kirsty Thank you for your review. We are unaware that there was any issue with your plant. We would have been more than happy to put things right if you have let us know about the issue upon receipt. I have checked and am unable to find any correspondence from you regarding this matter. Please would you contact our customer services team and send some photos etc so we can resolve this for you. Kind regards Hortology

Posted 4 years ago

“Plant arrived in terrible condition. Some of the leaves were turning brown and when I went to check the condition of the roots, I found there was barely any...I can only assume the plant was a cutting? The plant pot didnt look anything like the pictures. Would not recommend hortology to anyone.”

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Posted 4 years ago

Hi Claire I have checked our order and it did not include any plants? Please would you let us know if you ordered under a different name/order reference? Thank you - Hortology

Posted 4 years ago

“The size measurements are wrong”

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Posted 4 years ago

Hi Svitlana Please would you let us know a little more about this issue. We measure all of our pots before adding them to the website. Due to the handmade nature of the pots there may be slight variations in size but not significant. We also have a size guide that explains the various measurements for each of our products: https://hortology.co.uk/pages/plant-pot-size-guide-for-houseplants For example the Koen on your order has External Diameter x Height 23 x 20cm but the opening is only 17cm. If you would email us at info@hortology.co.uk we will be able to look into this further for you. Thank you Your Hortology Team

Posted 4 years ago

“I was extremely disappointed with the quality of the plant I bought from Hortology. There were torn leaves on the plant and when I contacted the company they tried to blame it on the transportation, however the leaves were all wrapped up so it was clear it left there warehouse/distribution centre damaged. When I contacted the company they were not bothered that my plant arrived damaged. I would not recommend this company.”

Helpful Report

Posted 4 years ago

Hi Marion Please be assured we do take the quality of our plants very seriously. As plants are perishable items, we ask that plants are carefully assessed upon receipt and any issues notified within 7 days along with digital photos, so we can resolve this for you. Minor leaf damage may occur in transit and if this does not affect the overall look and/or health of your plant, this is not considered a fault. You contacted us to advise one leaf had been damaged in transit. With the plant in question, the damaged leaf could be removed at the base of the stem without this impacting the plant and we advised accordingly. The plant is relatively fast growing and would replace the lost leaf in due course. However you had already given the plant away and you said you did not want a refund. It is a shame you feel this warrants 1 star review. We have no reason to believe the plant was of poor quality. We inspect all of our plants prior to dispatch and would not send out something that was sub-standard. -Your Hortology Team

Posted 4 years ago

“Ordered two weeks ago - still not arrived. Gave all my contact details when I filled out the order form. It never showed up. I have chased the delivery company (nothing we can do) and chased Hortology three times by email. Asked them to call me but they haven't. They just keep asking by email if it's turned up yet. I don't know what it's like when things go right with ordering from them, but when things go wrong, they don't seem to have a system in place to put it right.”

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Posted 4 years ago

“I bought themas a Christmas present for my daughter in law she is delighted with them I NEVER SAW THEM”

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Posted 4 years ago

Hi Alan We are glad to hear your daughter in law is happy with her gift. The plants were delivered direct to her as requested, so are unsure what your additional comments mean? If we can help any further, please contact us at info@hortology.co.uk to discuss. KInd regards Your Hortology Team

Posted 4 years ago

“My plant arrived, it was a little steamy in the bag but I repotted it and all seemed fine then it died of root rot after about 2 weeks. I will be very reluctant to order plants online again.”

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Posted 4 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	96%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Could Be Better

Hortology Reviews