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

“I would love to write a positive review as I was very hopeful however our order was never received. Very disappointing”

Helpful Report

Posted 2 months ago

Hi Derek, Thank you for your order and review. We're sorry to hear that your order hasn't arrived as expected! According to the tracking information, the delivery company attempted delivery twice but was unable to complete delivery, and your order is now being returned to us. We've reached out to you privately to assist further and resolve things with you. Kind Regards Your Hortology Team.

Posted 2 months ago

“Extremely disappointing and poor example of Charlotte pot as advertised in description and image on web site. No 70’s vibrant lava lamp style arrived as image on website. Very disappointing and advisable to see before buying”

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Posted 2 months ago

“Plant looked great when it arrived and died immediately the next day. Probably just travelling in the cold!”

Helpful Report

Posted 2 months ago

Hello. Thank you for your order and review. We are sorry to hear that one of the plants on your order has not done so well! Please accept our sincere apologies. We have reached out directly to resolve this for you. Your Hortology team

Posted 2 months ago

“Both the blue pots arrived damaged, one has a thin crack which I can live with. The second is damaged and cracked on the inside and outside and is close to falling apart. The pots were packed very tight inside the box, with a lot of pressure on them. I am not surprised they have cracked, and are damaged.”

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Posted 3 months ago

Hi, Thank you for your order and review. We are so sorry to hear that your pots have arrived damaged! We have reached out directly to resolve this with you. Your Hortology Team.

Posted 3 months ago

“Very disappointed. Wrong address and postcode put on package so I had a very trying time finding out where it had been delivered and then picking it up from that address. Not a good enough service to use you again. Sorry.”

Helpful Report

Posted 3 months ago

Hi Patricia, Thank you for your review. We are so sorry for the issues you have faced with your delivery. Our delivery labels for orders are automatically created using the delivery address and postcode that is entered by our customers at checkout. This address is also on the order confirmation email once an order is placed. We are so sorry if the delivery address for your order was incorrect on this occasion, but we are happy to hear that you have managed to locate your order. Please do get in touch with us if you have any questions and we will be happy to help. Kind Regards Your Hortology Team

Posted 3 months ago

“One of my plants came with roots at all. Waste of money. Unlikely to use this company again, shame had high hopes.”

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Posted 5 months ago

Hi Sonja, Thank you for your order and review. We are so sorry to hear of your disappointment with one of the plants on your order! We have reached our directly to resolve things with you! Kind Regards Your Hortology Team

Posted 5 months ago

“Purchased plant and followed a link to a suitable plant pot. Plant duly delivered but pot was way too small. Hortology offered a refund upon return of the pot but with no contribution to postage return costs. Firm says it can't afford to offer free returns (even when the issue is down to its poor website purchasing page design) but it apparently can afford the many thousands of euro necessary to pay for SEO marketing that means it heads up internet searches. It's a transactional approach rather than a customer-focused one. Buy plants from your local garden centre that cares about its customers.”

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Posted 7 months ago

“I ordered the peace lilies but was very disappointed to see that they arrived so late . I ordered other items on the same day and all were delivered before the funeral . They had time to get it to my special friends .”

Helpful Report

Posted 9 months ago

Hi Kendal, Thank you for your order and review. We are so sorry that your Peace Lilies did not arrive in time for the funeral as you had hoped. We understand how important this delivery was for you during such a difficult time. Our records show that your order was dispatched within 24 hours of being placed and was sent via next-day delivery. Unfortunately, DPD attempted to deliver on the 9th but was unable to do so and left a calling card. While we have limited visibility over the next steps taken by DPD, we can confirm that your order was successfully delivered on the 13th. We are deeply sorry for any distress this delay may have caused. Thank you for bringing this to our attention, and we will work with our delivery partners to try and ensure that delays such as this do not happen in the future. Kind Regards Your Hortology Team

Posted 9 months ago

“Very dissapointed as the plant was full of fly eggs”

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Posted 10 months ago

“We purchased a hydrocare pachira tree that was meant to be 180cm tall, but received a plant that was around 155cm tall. Hortology itself lists a soil based version of the 180cm tall plant at GBP200+ and a 150cm tall pachira plant at GBP89, but only offered to give a GBP25 refund. The delivery man pressured me to sign asap and the fact that it wasn't brought into the flat meant that it was difficult to unwrap everything properly in order to inspect the plant in detail before we accepted delivery. This meant that we didn't catch the height difference as we only unwrapped the top to look at the foilage and weren't able to open the cardboard box on the kerbside. There ended up being a lot of stuffing inside the box that artificially propped up the height of the plant. Additionally, the trunk was also lopsided, which we only discovered later. This was my first plant and I didn't realise that curled leaves and minor brown patches are signs that the plant is stressed and unhappy. There was also one leaf that was a bit broken which I assumed was due to the delivery. However, more plant leaves are now breaking and the curling and browning has worsened significantly within 1 week, which indicates that the plant is actually not in good health and distressed. Even the new baby shoots of the pachira plant have browning on the edges which is distressing. We're now trying to work out what the issue is with the plant to try and restore it to health. The overall experience was unpleasant, particularly with the fact that the height was completely misrepresented to us at the beginning and the customer service not doing much to offer any kind of reasonable compensation or refund for this. Would not recommend this company, given the height misrepresentation (which we paid a big premium for), the fact that the trunk is leaning, the health of the plant (as indicated by the browning and curling leaves), as well as the customer service not really being able to offer any kind of reasonable solution for this.”

Helpful Report

Posted 1 year ago

Hello Tiffanie Thank you for taking the time to leave us a review and letting us know you are disappointed in your experience with Hortology I have read your correspondence and am sincerely sorry to hear we sent a plant that was shorter than expected and that we did not pick this up prior to dispatch. Plant heights can only ever be indicative as each plant is different and exact heights are not available. We therefore ask our customers to allow a tolerance of 10% either way and explain this on each plant page. We look out for larger differences so we can contact our customers to ensure the height is acceptable prior to dispatch. The team are usually really good at spotting any such differences, so again I can only apologise that this one was missed. Having got this wrong, it looks like we are trying to find a resolution with you. The plant you requested was listed as being 180cm, so typically these would range from 162-198cm. From your photo the plant you received was around 157/158cm so 4-5cm less than expected. At 157cm this is a difference of 12.7% and we therefore offered a corresponding discount by way of compensation, which I do not think is unreasonable. It is our aim to ensure our customers are delighted with their purchase and we will always do our best to put things right if they go wrong. Sometimes one option is for us to arrange to collect the plant for return and refund. However in order for us to do so, we do need you to keep the specialist packaging as this protects the plant from damage in transit. We are very clear about this up front and it is included in all of our shipping communication. Your reply to our offer of partial compensation accused us of fraudulent trading amongst other thing and at that point we offered to simply collect the plant from you for return and refund. I see this was not possible as you had sadly disposed of the packaging so we were unable to arrange safe transit back to us. The request to retain the packaging is there to provide you with options should things go wrong. Disposing of the packaging limits our options for resolution. We are not trying to con you as you have suggested. I can see we are still trying to find a suitable resolution with you. Our team will also be able to advise on your concerns re the health of the plant. Pachira leaves are sometimes a little curled especially new ones. If you can send us some photos we will certainly check this and ensure re the plant is OK and take action of we have any doubts it might not be. If you have already watered so the water level indicator is in the optimum position do not continue to water. Leave the plant to use up its reservoir and allow to rest for a week after the indicator reaches minimum. Hydro plants can still be over-watered which could cause wilting and might be the issue. Please note, in terms of soil v hydro plants, you cannot make a direct comparison between the two as the costs involved in growing the two types are completely different. In addition it is not usually the height of a plant that determines its cost, but more the size of grow pot (soil based plants) or girth of trunk/spread of foliage as these are generally more indicative of its maturity. For example the 27 x 150cm soil Pachira is £89.99 but the 30 x 160cm is £139.99. Although the average height of these plants is only 10cm taller, it has a much thicker trunk and spread being much more well established than the 27cm ones. We price as fairly as we can and our prices reflect maturity and the price of the plants we pay to the growers. As it is not possible to make direct comparisons between two sizes, we our proportional offer is the more appropriate for the height difference of the plant received. I see from further emails that you have asked for more hydro granules as further compensation so you can repot the plant into a larger pot. There should be no reason to re-pot your plant. Hydro plants have significantly small root systems than soil based and your plant should be fine in its current grow pot for a good few years to come. I sincerely recommend you do not re-pot at this stage and certainly not before we can reach a resolution as this could cause damage to the plant. Please note, Pachira are very fast growing and your plant should make up the shortfall in the coming months. However if our recent offer for resolution is not acceptable, if you can find a way to return the plant to us safely and without incurring any significant damage we will still accept a return should it arrive back in a salable condition. But please do send some photos of the foliage first so we can clarify if there is any health issues. This is highly unlikely to have manifested within the few days you have had the plant but please let us check first just in case. If the plant has underlying health issues please be assured we will resolve this without hesitation. Kind regards Sandra Director

Posted 1 year ago

“I was very disappointed with the quality of the pot liners I bought for the price. The plastic is so flimsy now. They used to be much sturdier. Absolute rip off.”

Helpful Report

Posted 1 year ago

Hi Jennifer Thank you for your review. We offer two types of liner. Our premium liner is high quality “squashy” flexible LDPE plastic (this was the type you have purchased previously). The other option is a simple inlay liner made from Recycled PVC and these were the ones on your latest order, hence the quality difference. You can find our full range here: https://hortology.co.uk/collections/plant-pot-liners We are sorry you are disappointed with your purchase. Please do drop us an email at info@hortology.co.uk if you would like for us to help you swap these out for the premium options. Your Hortology Team

Posted 1 year ago

“Asking for a review before I’ve even received my item is a bit backward!!! Where is my order first!”

Helpful Report

Posted 1 year ago

Hi Jillian Review invites are only sent after an order is dispatched. Looking at the tracking we sent you at the time this order was delivered a week ago? Our customer service email is info@hortology.co.uk if we can help any further. Your Hortology team

Posted 1 year ago

“The plant arrived in an awful condition. So many leaves off plus flowers. On looking at the amount of soil in the bottom of the box it looked as if the plant had at one time been stored upside down. As the plant had a wrapper around the pot and plant this was the only way the soil would have come out. I have never had such a bad delivery before. Very disappointing.”

Helpful Report

Posted 1 year ago

Hello. Thank you for your order and review. We are sorry to hear of your disappointment and to hear that your plant arrived in this way! We have reached out directly to resolve this for you. Kind Regards Your Hortology team

Posted 1 year ago

“Plant arrived upside down with many broken leaves etc.”

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Posted 1 year ago

Hi Derek, Thank you for your second review regarding this issue. Very occasionally things do go wrong with delivery partners and as you know we immediately resolved this with you as soon as you made us aware of the issue, offering you the choice of a replacement plant or a full refund. We subsequently provided you with a full refund for your order. These incidents are very rare but when they do occur we always look to learn from them and share with our team to improve how we do things. As a small business we have a genuine desire to get things right and delight our customers. Kind regards Mark Your Hortology Team

Posted 1 year ago

“The plant pots I bought were not quite the right colour so I wanted to return them. The return process was not straightforward and I would have paid more in postage than I paid for the items so I just kept them. Will not purchase from you again.”

Helpful Report

Posted 1 year ago

Hi Thank you for your review. Pot colours can vary to some extent due to their handmade nature and the materials used. If the colour is completely different than advertised we would offer to arrange collection for you, we are sincerely sorry if this did not happen and will contact you directly to get this resolved. Your Hortology Team

Posted 1 year ago

“Plant was damaged. Leaves were in poor condition looks like prior to transport. Not a healthy looking plant.”

Helpful Report

Posted 1 year ago

Hi Sarah, Thank you for your review and order. We are sorry to hear that your plant has arrived damaged, we have reached out directly to try and resolve this for you. Your Hortology Team

Posted 1 year ago

“I have never received any plants in such a state! I bought 3 echeveria types and all was beheaded, suffocated with plastic and tape! The replacement I received they only offered one and that replacement was in even worse shape. When I explained terrible the wrapping was I was essentially told I shouldn't expect perfect plants as they are delicate and their packing is flawless! Anyone who knows anything about delicatel succulents should know why plastic and tape squishing and all sorts is bad! If I could add more photos I would to show how bad all of the plants I received was! The photos will be my replacement and an email. Do not buy!”

Helpful Report

Posted 1 year ago

Hello, Thank you for your order and review. We are really sorry to hear about your disappointment. We have resolved this by issuing a full refund for the damaged plants you have received. They are delicate plants but we do not expect to see them delivered damaged, we do our very best, with specialist plant trays and tried and tested packing techniques to pack plants to avoid any damage during transit and we sincerely apologise that this was not adequate on these occasions for the succulents ordered. The small amount of plastic tubing helps protect the plants, keep them secure and the soil contained should the plant go sideways at any point during transit and this is secured with as small amount of tape as we are able to avoid damaging the plant. We do sincerely apologise for the disappointment caused.

Posted 1 year ago

“Order placed on 3rd April, dispatched late on 11th April, no pre communication of this. Arrived on 24th April.”

Helpful Report

Posted 2 years ago

Hi Nilesh We do our best to dispatch within 1-2 working days, but as you are aware from our email exchanges, unfortunately circumstances were such that we were running slightly behind in the week before Easter, and your order was packed ready for dispatch on day 3 (the 6th). Royal Mail collection was earlier than usual on the 6th due to Easter cut-off, it was therefore collected on the next working day which was the 11th. You had selected non-priority second class Royal Mail delivery. If the plant food was required urgently, we would have advised choosing our next-day tracked courier service and taking the long bank holiday weekend into consideration. It looks like you were not in when Royal Mail attempted to deliver your parcel and you requested redelivery on the 24th delaying things further. We did not email you specifically to advise that there was a bank holiday and things were delayed a little as this information was available on our delivery info page. We are sorry to hear you feel this warrants a 1 star review. Your Hortology team

Posted 2 years ago

“I was really unimpressed, the string of hearts came broken up and had very few and short strands. Not sure if it froze in transit but it is not looking good. I wouldn’t purchase from here again.”

Helpful Report

Posted 2 years ago

Hello Kelly, Thank you for your order and review. This is the first we have heard of your issue so shall reach out directly for some images, with these we can further advise/resolve things for you. Your Hortology Team

Posted 2 years ago

“Box came damaged and plant was not properly rooted.”

Helpful Report

Posted 2 years ago

Hello Ruby, Thank you for your order and review. We are sorry to see this and hear the box was damaged. This is the first we have heard of this and we would always like the opportunity to put things right. We shall reach out directly to you for more info and hopefully get this resolved for you. Your Hortology Team

Posted 2 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