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

“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 4 months 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 4 months 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 4 months 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 4 months 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.”

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Posted 4 months 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 4 months ago

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

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Posted 6 months 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 6 months 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 9 months 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 9 months ago

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

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Posted 9 months 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 9 months 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 10 months 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 10 months ago

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

Helpful Report

Posted 1 year 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 11 months 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year ago

“My peperomia plant arrived poorly potted up as if it was just done the day it was sent out for delivery, so the compost was loose and the plant was out of the pot when I opened it. The plant has since dropped most of it’s leaves. So I’m not too impressed with the quality. One positive was the quick delivery.”

Helpful Report

Posted 1 year ago

Hello Simon, Thank you for your order and review. We always like to know of any issues as soon as they arise and this is the first we have heard of this. We have reached out directly for some photos as we always like the opportunity to put things right. Many thanks, Your Hortology Team

Posted 1 year ago

“much smaller than stated on the website and had to argue point, did give me a little discount but wanted the plant I purchased which was much larger and hanging more so will NOT but again here, picture on website should be what arrives especially as you have choice of sizes to buy, bought largest they had yet received much smaller so no point really giving different size options, very disappointed as not cheap”

Helpful Report

Posted 1 year ago

Hi Helen Thank you for leaving your review. We can see that you emailed us upon receipt of your Hoya and we offered a 30% discount to reflect your disappointment in hope to resolve this for you. Our size guide explains the industry standards for measuring plants. Lengths/heights are measured from the base of the grow pot to the longest trail/stem and the size of the grow pot is the main indicator re the maturity of the plant. We are sorry if you were measuring in a different manner causing disappointment upon arrival. Our images are representative of the plant at different stages of maturity and we therefore advise that the plant you receive may look slightly different. Hoya are very fast growers and should be providing you with lovely long trails in no time however. We do however apologise once again for your experience, and I hope your new plant is loving its new home. Your Hortology Team

Posted 1 year ago

“The plant came with soil all over the box that was in. It was a mess. A lot of leaves were black on the tips & throughout. Definitely won't purchase with Hortology again!”

Helpful Report

Posted 1 year ago

Hi Aleksandra We are sorry to hear the plant suffered during transit and arrived with the soil disturbed and black tips, this may be cold damage at this time of year. If you had let us know at the time we would have put things right for you without hesitation. This 1 star review is the first we are aware there was a problem with your delivery which is a little unfair :-( Your Hortology Team

Posted 1 year ago

“Second time order, the first was very good. second one has pests (mealy bugs) and delivery has caused the plant to be damaged a bit. The only reason I’m writing here is cause I just found out the little white dots on plant is bugs not dust ( silly me I’m a beginner) and they have been there when I first got them. But it is too late for a refund or return now unfortunately. Just a word of advice - check your plant when it arrives.”

Helpful Report

Posted 1 year ago

Hello Wing Chi, Thank you for your order with us in August 2022 and for your review. Looking back I cant see you getting in touch with us to advise of any issues until this review. Please be assured we check all our plants thoroughly for damage and any signs of pests prior to dispatch, however it is possible that we have either missed something or the signs had not yet started to manifest. We shall reach out directly to further advise. Many thanks, Your Hortology Team

Posted 1 year ago

“I ordered two large palms which were delivered and left at the front door. They had possibly been in the cold for some time prior to delivery. In any event both palms lost all their vegetation and are in a sorry state. Barely alive despite being brought immediately in to the warmth and watered carefully. The third plant , an aspidistra is fine. I don’t know how to get a refund.”

Helpful Report

Posted 1 year ago

Hello James, Thank you for your order and review. I am sorry to hear you Kentia palms were victim of cold damage during transit during that exceptionally cold spell. We have spoken directly with you to resolve this and please know all of our plants are kept in a temperature controlled plant room which never drops any lower than 18 degrees. Many thanks, Your Hortology Team

Posted 1 year ago

“At first I was quite excited to get two alocasia elephant ear from Hortology. My vision was to bring up a bit of green at work ( work with elderly patients. I received them during a week of cold of weather in London and both got frozen bites. I need to cut off all leaves and now I am trying to nursing them back to life, wish me luck.”

Helpful Report

Posted 1 year ago

Hello Antonio, Thank you for your order and review. We are sorry to hear about your Alocasia plants, we shall reach out directly for some images so we can resolve this for you. Many thanks, Your Hortology Team

Posted 1 year ago

“Sadly I didn’t receive the plants. I would like a call to discuss it as this was supposed to arrive a week ago.”

Helpful Report

Posted 1 year ago

Hello Anne, Thank you for your order and for your review. I am so sorry APC haven't delivered your goods since their dispatch from us. As discussed on the phone we will resolve this for you and we shall update you directly. Many thanks, Your Hortology Team

Posted 1 year ago

“Not received anything yet”

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Posted 1 year ago

Hello Gemma, Thank you for your order on December 5th and for your review. We dispatched your order on December 5th and I am sorry to hear DPD haven't delivered your items. We will reach out to you directly to resolve this. Many thanks, Your Hortology Team

Posted 1 year ago

“All round, good quality plants. More reasonably priced than its most obvious competitor. Hoodwink you to write this review on the promise of money code off that doesn’t materialise.”

Helpful Report

Posted 1 year ago

Hello Matthew, Thank you for your order and review. I am sorry the code didn't come through, we have sent you one to use. Have a wonderful weekend. Many thanks, Your Hortology Team

Posted 1 year ago

“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.”

Helpful Report

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


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