Hortology Reviews

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

4.8 Rating 8,855 Reviews

97 %

of reviewers recommend Hortology

4.8

Based on 8,855 reviews

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

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Hortology 5 star review on 8th April 2025

841

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I haven't received my order yet”

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Posted 4 years ago

Hi Nina Your order was shipped to you on the 22 April (almost a fortnight ago) and we emailed you with tracking details. It looks like this has since been delivered and signed for? If we can help any further please let us know. Kind regards - Your Hortology Team

Posted 3 years ago

“Unfortunately the plant had broken in transit and was a little smaller than I had hoped.”

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Posted 4 years ago

Hi Stephanie We are really sorry to hear about this. Please do contact our customer services team so we can look into this for you and resolve any issues. Kind regards, your Hortology Team

Posted 3 years ago

“We ordered two indoor pots. One of the two was very expensive and was meant to have lovely patterns of mixed colours on the outside. The one we received was basically painted of one colour only, and strikingly different from the picture online. I returned it and Hortology agreed to cover the delivery fees (which are normally paid by the customer). Overall, unimpressed by the products and won't buy again.”

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Posted 4 years ago

“The order took more than a week to be delivered, and there was so much plastic tape and film inside the box..I mean you sell plants and deliver 50% plants 50% plastic ?!?”

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Posted 4 years ago

Hi Annalisa We aim to dispatch within 1-2 working days and most deliveries are sent on a next working day service, however your order was delayed slightly due to the April Bank Holiday period, during which we were closed. We apologise for this slight delay. We try not to send certain plants over a weekend period also. We do use a small amount of plastic roll to protect the plants during transit, particularly in colder weather, but try to keep this to a minimum. In many cases this is already in place, supplied like this from the growers, but we are sorry to hear you feel this was excessive. We regularly review our packaging and aim to use environmentally friendly product if possible. KInd regards- Your Hortology Team

Posted 4 years ago

“Your delivery and service were efficient and quick. But we have to say that we were amazed at the totally inappropriate size of box and paper for the size of box we ordered. What a waste of money.”

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Posted 4 years ago

Hi Sandy Thank you for your feedback. We have a wide selection of boxes to suit each order. We do need to add sufficient protection to ensure the pots do not arrived damaged, but the boxes should be selected accordingly. We therefore wonder if perhaps we were out of stock on the correct size at that point in time. There are a lot of supply issues with cardboard boxes at the moment as many of the mills were impacted by COVID and some lines are experiencing an unprecedented 6 month lead time. The particular product you ordered is a tricky one to package (being long and narrow, which means it does not fit into our standard boxes which are mainly used for more regularly shaped pots). Please be assured we do try to limit our packaging as much as possible and all of our paper and board is made from recycled materials. However we are sincerely sorry if the box you received was not quite right in this instance. Kind regards - Your Hortology Team

Posted 4 years ago

“Not a great experience, no.”

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Posted 4 years ago

Ni Nicholas Thank you for your comments. We can see that you ordered a number of items that were unavailable at the time, and we emailed to advise there was a slight delay and to ask how you wished to proceed. If there was anything else that we are unaware of perhaps you would let us know via info@hortology.co.uk KInd regards - Your Hortology Team

Posted 4 years ago

“Bought an indoor pot which was described as being green/yellow/pink. When it arrived the pot is in fact black! Not impressed at all.”

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Posted 4 years ago

“New to indoor plants and would appreciate some guidelines to come with the relevant plants on how to care for them !!”

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Posted 4 years ago

“Packaging was rubbish,box way too big for plant,everything had fell out of the pot into the box,surprised the plant survived tbh,julie”

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Posted 4 years ago

“Still haven’t actually received my goods which I ordered on the 19th January. . . . I wish you could get hold of hortology directly and not via the shipping companies. Would be good if someone could tell me when to expect this plant. I hope it’s not dead!!!!!”

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Posted 4 years ago

Hi Eleanor Thank you for letting us know. We can always be contacted via our online help channel or contact us page, or just drop us an email info@hortology.co.uk. Your order was dispatched quite some time ago. However it looks like there was a problem with the address provided and the post code was incorrect. Looking at this I can see you emailed to advise as such earlier this week and we are in the process of resolving this for you. Your Hortology Team

Posted 4 years ago

“My plant arrived in very bad situation. You guys refund the money from my purchase, but still I do not recommend the service provided. Thanks”

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Posted 4 years ago

Hi Jessica Just to let you know that we looked into what happened with your parcel as it is very unusual for a plant to arrive in this condition. We identified a re-training need and this has now been addressed in order to ensure it does not happen again. Please accept our sincere apologies for this disappointment. Kind regards - Your Hortology Team

Posted 4 years ago

“Purchased Money Tree and Spider Plant. Some of leaves were frozen and broken. But the level of damage wasn’t critical so it can be nursed hopefully. The delivery was on time.”

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Posted 4 years ago

“Plants arrived in poor condition with browning, bent and dead leaves. The fern may be beyond saving and the spider plant is struggling too. Pots are lovely and good quality so what is getting them 2 stars. Packaging was crammed and overuse of celotape unsustainable.”

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Posted 4 years ago

“Very nice plant pot! However most of the plant sadly died within a few days as the roots were rotten. Hopefully the remaining levels will survive”

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Posted 4 years ago

Hi Adam I am really sorry to hear your plant arrived in less than perfect condition. I suspect the plant has been affected by some cold shock in transit despite our best efforts to protect it. Please would you contact our customer care team with the details so we can put this right for you (info@hortology.co.uk)? Kind regards - Your Hortology Team

Posted 4 years ago

“Sadly the plant has arrived looking bedraggled. Some of the leaves look like something have been eating them. Delivery took three weeks, not dispatched the next working day as stated.”

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Posted 4 years ago

Hi Joshua Thank you for your review. We would always prefer to know if there is an issue with any of our product upon receipt, rather than via a review, as then we have an opportunity to put things right for you. Your order was for a Pachira, and these plants are prone to damage in transit unfortunately due to their very fragile stems and foliage. Despite our best efforts to protect the plant during its journey we are aware that some leaf loss and stem damage is likely and we therefore explain this on the product page, as we would rather be up front that this will happen. Some of the Pachira leaves may be torn, but it is unlikely something is eating them as we carefully check our plants prior to shipping. However if you have any concerns about your plant, please do contact our customer services team and send in some photos to info@hortology.co.uk so we can assist you with this. Kind regards - Your Hortology Team

Posted 4 years ago

“The plants arrived in a secure box, but they were not packaged well. They were very difficult to untape and release the plants. Competitors ship their plants in much better containers. Due to the packaging the poor plants were stressed in their delivery. They are as described, but they are struggling after the delivery. Communications about the delivery and shipment was not clear and much poorer compared to other plant ordering services.”

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Posted 4 years ago

Hi Cortni I am sorry to hear you were unhappy with our packaging and our communications. We have spent a lot of time investing in our packaging this to get it right so it is disappointing that you felt the order was not well packaged. We generally receive positive feedback about our packaging. We have been unable to find any communication from you post delivery regarding the condition of the plants. We would always prefer to know if there is a problem so we can resolve this for you at the time. In terms of delivery communication, we email and send SMS messages (where requested) to advise when an order has been dispatched and also provide tracking details. Our couriers also send their own emails to advise re anticipated delivery. On the day of delivery there is real time tracking so you can follow the progress of the driver and get an ETA for delivery. We also offer a safe place delivery option. If there are any issues with a delivery, we are always here to help, just get in touch with us at info@hortology.co.uk and we will do our best to resolve any issue for you. Kind regards - Your Hortology Team

Posted 4 years ago

“The pots are beautiful and very good quality. Both were slightly wider than stated on the website so a bit too large for what I wanted, but this is not a big deal, I'm sure I'll be able to use them. The plants were very safely packaged and arrived in apparently good conditions. The tradescantia is doing fine, but after only one week the peperomia started to wilt, and I noticed that it was all bent and broken at the base of the stem. Perhaps it was damaged during the delivery and I didn't realise immediately. It is very disappointing. I would recommend the pots, but I wouldn't buy plants again.”

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Posted 4 years ago

Hi Alessia Thank you for your feedback. Looking at your order, if the pots were intended for the plants on the order, then they would have been much larger than the sizes we recommend for those plants. We provide external sizes plus details of pot openings to help ensure you match the plant and pot. We also have a detailed size guide and links to suitable collections from each plant page. We are also available to provide assistance and check sizes if required prior to purchase. I am sorry to hear one of the plants subsequently started to wilt. Please would you contact our customer service teams and send in some photos so they can resolve this for you. Your Hortology Team

Posted 4 years ago

“I sent this cactus as a birthday gift for my son, he requested it. The plant is much smaller than advertised, I went for the larger one, it is significantly smaller than expected and in my opinion poor value for money. On a positive note the pot looks lovely, haven't seen it in person as I am in Spain & he is in London.”

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Posted 4 years ago

Hi Norman Thank you for letting us know. We were not aware of this issue. Please would you ask your son to contact our customer services team and send is some photos in case we have sent the wrong sized plant by mistake. Although plants heights are stated as indicative due to their nature, we would always expect them to be there or thereabouts. Please also note, plant heights are stated including the grow pot. Kind regards, your Hortology Team

Posted 4 years ago

“Pots were good. Large plant I bought for £150 ish was poor. Plant was OK but the stand /support it was grown on was too flimsy to stand erect. I was told it could easily be adjusted to make it more stable, but this was not the case. When buying large plants I don't think there is any substitute to going to garden centre and buying in person.”

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Posted 4 years ago

Hi Natalie Thank you for your feedback. You ordered a vining plant grown up a wire columnar support. The columnar wire frames are industry standard and sometimes need readjusting at the base to keep the plant and frame in a vertical position. I will send you some more information as to how to achieve this. Kind regards Hortology

Posted 4 years ago

“I bought a plant mister, copper effect. When it arrived I was surprised at how low quality it was, delivery took a while and it arrived with water actually inside it.”

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Posted 4 years ago

Hortology is rated 4.8 based on 8,855 reviews