Name: Hortology
Address: Unit 1D Marconi Road, Burgh Road Industrial Estate, Carlisle, Cumbria
Rating: 4.84

“My order was poorly packaged, and most plants in the order were damaged on arrival or not as described/pictured. The customer service team were not able to resolve my complaint. I will not be ordering from this company again.”

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Posted 1 year ago

This customer has confirmed this review was made in error and relates to an alternative plant supplier. The items ordered on this occasion were plant pots. They will be amending the review.

Posted 1 year ago

“I measured the plant and it still didn’t fit the pot anti Cinderella vibes”

Hortology 1 star review on 24th October 2022

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Posted 1 year ago

Hi Benjamin We have checked back on the size of the planter ordered, it should have an opening of around 12.5cm so would be suitable for plants in grow pots around 11.5-12cm. As far as we can tell we did not supply the plant, but it looks to be a Monstera in a grow pot much larger than this? If you drop our customer services team a note with the actual size of your plant, they will be able to help you find a suitably sized pot. Kind regards - Your Hortology Team

Posted 1 year ago

“The item, a watering can is completley useless. The opening at the top of it is so large that even if you fill the can up half full, it still pours out through the opening rather than the spout when you tilt it. Not sure how anyone can come up with such a design then not even test it.”

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Posted 1 year ago

Hello Niklas, Thank you for your order and review. We shall reach out directly to you to resolve this with you. Any questions please do let us know. Many thanks, Your Hortology Team

Posted 1 year ago

“I never received my parcel”

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Posted 1 year ago

Hello Terence, Thank you for your order with us and apologies your order didn't get to you. DPD had some issues with delivery but have returned your order to us safely. I will email you directly to see how you would like to proceed. Many thanks, Your Hortology Team

Posted 1 year ago

“Wouldn’t recommend the service. I order a plant with a pot for my boyfriends birthday. Even though the expected delivery was on his bday, the flower came way later and spoiled the gift. The company did not communicate anything about lacking inventory or anything. In general, very poor communication and service.”

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Posted 1 year ago

Hi Blazej We are sorry to hear you would not recommend our services. We dispatched your order within 3 working days, which is slightly longer than usual. If the order is fully in stock we aim to dispatch within 1-2 working days and most deliveries are sent on a next working day service (subject to remote areas). If your order is urgent or you ever want us to ship on a particular day then please do drop us a note to let us know and we can arrange that for you. We are really sorry if we missed your boyfriend's birthday on this occasion and it spoiled the present. Your Hortology Team

Posted 1 year ago

“No instructions on plant care-my weeping fig is looking poorly in the greenhouse-if it dies I expect a new one to be delivered! Extremely poor service!”

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Posted 1 year ago

Hi Michele Thank you for taking the time to leave a review. We have detailed plant care guides available on our website for each plant and are also available for support and care tips if you have any concerns. You will find specific details for your Ficus here: https://hortology.co.uk/products/ficus-benjamina-danielle-weeping-fig-house-plant-branched Your plant may not thrive in a greenhouse if it is exposed to direct sunlight, as this will scorch its leaves and it will not be able to cope with temperatures above 24deg maximum. These plants tend to drop their leaves rapidly if they are unhappy. If this happens, try moving the plant to another location, somewhere with bright filtered light is ideal. Once you can find the right place where your Ficus is settled, leave it there.... they do not like being moved too often! If we can help any further or you are worried about your plant, please do send us some photos and we can look at this for you. Kind regards, Your Hortology team

Posted 1 year ago

“Dead one arrival. One of the plants I received on my order was battered and with the roots damaged within the pot, only a couple of sprouts managed to survive.”

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Posted 2 years ago

Hi Aaron, We are sorry that your order was not delivered as expected, it sounds like there have been some issues with your order during transit. We always want our customer's purchases to arrive in tip-top condition and for you to be delighted with your order, therefore we have emailed you directly so we can resolve this for you. Kind regards - Your Hortology Team

Posted 1 year ago

“Plant arrived severely outgrown its pot. It had so many roots that had grown out of the bottom of the pot that they had to joined together, it was so root bound I had to cut up the pot to repot it. The plants leaves are dropping from dehydration from this. I did not expect to have been delivered an unhealthy, neglected plant.”

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Posted 2 years ago

Hi Carmen, We are really sorry to hear this. We would prefer to know straight away if there are problems with your order so that resolve the issue at the time. We do want our customers to be pleased with their purchase and have therefore emailed you directly so we can resolve this for you. Kind regards - Your Hortology Team

Posted 2 years ago

“Awful returns policy. The colour of the plant pot I ordered looked different in person so I had to return and cost me £9 to do so!!! Will be avoiding purchasing from here in the future”

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Posted 2 years ago

Hi Laraib, Thank you for your comments. We are sorry you had not realised we do not offer a free returns service and you were unhappy with your pot. Due to the handmade nature of our pots some minor colour variation can occur. The individual nature of our pots is part of their charm. We explain this on the product page and try to provide a number of different images so you can determine how the pots may look. We also provide as much information as possible about sizing etc so you can make an informed choice and reduce the need for a return. Kind regards - Your Hortology Team

Posted 2 years ago

“Disappointed with quality and size of plant container . It was smaller than the measurement shown on label and did not fit the plant. Have given it to a relative. Will not be buying again. Problem since resolved and very happy with service provided.”

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Posted 2 years ago

Hi Sandra That you for your comments. We are sorry to hear you were not happy with your purchase, we were not aware there was an issue with your order. The sizes of the basket you selected can vary somewhat due to the way they are woven, however, we would expect them to be within the size tolerances stated on the product description. If you still have access to the basket would you be able to send us some pictures so we can look into this for you? Kind regards - Your Hortology Team

Posted 2 years ago

“I still haven't received my order.”

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Posted 2 years ago

Hi Marilyn Thank you for your message. Your order was sent out to you on 5 January and we emailed you with your shipping details at the time. It looks like it is still with Royal Mail. We can contact them on your behalf to arrange a redelivery day if you have not done so? Our customer services team are available at info@hortology.co.uk to help any further. Kind regards - Your Hortology Team

Posted 2 years ago

“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.”

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Posted 2 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 2 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 2 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 2 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 2 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 2 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 2 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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