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

“The plant itself is of good quality, but the liner inside the planter is not the right size. I selected the plant, planter, and added the kit, assuming everything would fit well since it was all included by default. Unfortunately, there is a noticeable gap between the liner and the planter pot. Additionally, the 3-liter clay bag is insufficient for the size of both the planter and the liner. I wanted to try a hydro plant for the first time, but based on this experience, I’m not sure if I would purchase from this website again. Photo attached for reference.”

Helpful Report

Posted 2 weeks ago

Hello, Thank you for your order and review. We’re pleased to hear that you were happy with the quality of the plant itself, though we’re sorry to hear that the HydroKit was not what you expected. The liner included as part of the HydroKit is the smallest recommended liner available for the plant itself. This is size liner is included to ensure the plant can sit flush at the base of the liner, allowing the Water Level Indicator to provide an accurate reading. The liner provided is therefore linked to the plant size, rather than the planter you selected. For a liner specifically recommended for your chosen planter, we would recommend selecting the “Add the plant pot liner” option on the planter product page or once the chosen planter has been added to the basket, as this will add the recommended liner size for that particular pot to your basket. In regard to the Hydrogranules, these are also linked to the plant rather than the planter size. We include a smaller bag in the HydroKit to help avoid customers receiving excessive amounts, as the quantity required can vary depending on the size and style of planter used. Our customer service team has reached out to you directly to help resolve this for you. Please accept our sincere apologies for any disappointment that has been caused. Your Hortology Team

Posted 2 weeks ago

“Too PRICY Delivery Charges for the amount sent!!!”

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Posted 1 month ago

Hello, Thank you for your review. We’re so sorry to hear that the delivery charge felt too high for your order. Our delivery fees are based on courier costs, and we subsidise these charges, so that customers are only covering part of the overall cost. Each parcel sent costs us more than we choose to charge our customers. We always aim to keep delivery charges as fair and transparent as possible. Please feel free to reach out to our customer service team directly – hello@hortology.co.uk with your order details, and we’d be happy to look into this further for you Your Hortology Team

Posted 1 month ago

“Poor quality- could have order on amazon for much cheaper. Delivered to a different flat without leaving a slip behind with instruction.”

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Posted 6 months ago

“Horology need to make sure the product that is offered is correctly worded. I purchased 3 terracotta saucers being misled that these were terracotta pottery NOT terracotta coloured saucers. So very wrong to mislead people”

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Posted 7 months ago

Hi Martin We are sorry you mistook the colour to be the material. Generally most of out pots are named with the product style then the colour. The saucer description does clearly states "These straightforward terracotta coloured plant pot saucers are made from a lightweight and resilient material - recycled and recyclable Polypropylene plastic". We therefore do not believe we are misleading people in any way. Your Hortology team

Posted 1 week ago

“Not happy with the delivery at all. Three times the driver has made it so difficult and complained for no reason. Our building is new, and it shouldn't be difficult for anyone just to drop the items outside our door, not inside, just outside our door. The quality of the materials is great; the pots and the plants are great.”

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Posted 7 months ago

Hello, Thank you for your review. We are so sorry to hear of your disappointment with your recent deliveries! Your most recent delivery was made via our Kerbside Pallet Delivery service due to the size of one of the planters on your order, along with another previous order that was delivered last year. We want to clarify that these deliveries are made to the closest level access point outside the address, and unfortunately the drivers are not obligated to bring items inside the property, which is noted on our deliveries page and in our follow-up emails when arranging delivery. We aim to be as transparent as possible regarding Kerbside Pallet Deliveries to ensure our customers have all the necessary information prior to receiving their order and to avoid any disappointment upon receipt. We mention on the product page for an item if it will be delivered with this service, and this is also mentioned in the delivery options. Our Standard Delivery is a courier service that delivers directly to the door - unless a safe place is requested. We also offer Royal Mail delivery for smaller items and in these instances, delivery would be made alongside your usual Royal Mail post. We’re so sorry if your previous courier deliveries have not been delivered as expected! We’re pleased to hear that you’re happy with the items themselves, and we truly apologise for any inconvenience caused. Your Hortology Team

Posted 7 months ago

“Hortology offers some beautiful products, but their packaging really lets them down. I ordered a plant pot that arrived completely shattered due to inadequate protection in the box. It was really disappointing to see such a lovely item ruined in transit. Now I’m stuck in a lengthy return and refund process, which is frustrating and time-consuming. Hortology should seriously invest in stronger, more protective packaging to ensure their products arrive safely. Such a shame, because the designs are great, but the experience was very disappointing.”

Helpful Report

Posted 7 months ago

Hi Jay We are really sorry to hear your pot arrived damaged. We have developed packaging that protects our products as much as possible in transit but from time to time, if the parcel has a rough journey, things can go wrong. We understand this and therefore you will be pleased to know there is no need for a long refund and return process. All you need to do is contact our customer support team and send them some photos showing what has happened. You will then get the choice of a replacement (at our cost) or a refund (without the need to return). Your Hortology Team

Posted 7 months ago

“Not good and price very expensive”

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Posted 11 months ago

Hi, Thank you for your review and order. We are so sorry to hear that you have not had a good experience with us! We have reached out to you directly to try to make things right! Kind Regards Your Hortology Team

Posted 11 months ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year ago

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

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Posted 1 year 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 1 year 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.”

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

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

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Posted 1 year 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 2 years 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 2 years 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 2 years 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 2 years ago

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

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Posted 2 years 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 2 years 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 2 years 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 2 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	99%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	2 - 3 Hours

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