Review Time
I have no idea what has happened to this company. I previously ordered from them in 2021 and was mostly satisfied with both the quality of the plants and the level of customer service. Unfortunately, my most recent experience has been the complete opposite.They now send out incorrect items and when you try to raise issues about incorrect or dead/dying plants, they simply do not respond. Emails go unanswered, phone calls are ignored, and any attempt to resolve the matter is met with silence. Their much-advertised ‘guarantee to grow’ policy is, in reality, meaningless, because they refuse to honour it when plants fail.What makes this even more frustrating is the lack of accountability. Customers are left with financial loss, wasted time, and the disappointment of failed planting projects, while the company hides behind terms and conditions that don’t reflect the realities of buying dormant plants. It feels like they are deliberately avoiding their responsibilities and ripping people off.It’s incredibly disheartening to see a business that once seemed reliable and reputable, deteriorate in to one that treats its customers this way. If you want to spend a significant amount of money, risk receiving the wrong items, and then be completely ignored when you seek replacements, then by all means place an order. If you value good service, honesty, and a company that stands on it’s guarantees, I would strongly advise buying elsewhere.
Waiting on a delivery of Photina plants. Not received despite delivery service saying they’ve delivered. Cannot get Hopesgrove on the phone.. I now wish I’d looked at Facebook reviews!! Terrible service and a phone service that tells you are at positions 1 for 20/30 mins then cuts you off…
Ordered 60 bare roots hornbeams and the first batch took so long to arrive they were all dead by the time they did. They sent a second batch and even those were delayed. Fully one third never leafed out at all. I contacted them and they wanted to send replacement plants. I explained that I did not trust that those plants would either be any better and/or arrive before they were dead. I asked for a refund to which they said no but offered a credit. I reluctantly agreed to a credit but after 5 emails and several weeks have still heard nothing in response.
Recently ordered 12 x Griselinia Litoralis plants for a hedge. I was a little concerned when I opened the box as the plants looked in not great condition, they were very packed in and most had fallen out of their pots and soil / straw was everywhere. However once I entangled the plants and stood them all up they looked to be in great condition and were quite generously sized. I planted them right away according to the instructions (1 month ago) and so far they seem to be doing well.
After have two seperate orders accumulating to almost 60 root ball cherry laurels, one batch survived and looked great the other batch are completely dead. Baring in mind this is over a year on. Giving them plenty time to adjust to the ground.I have raised it with the company, sent photos spoke to them directly over the phone and by email hoping they would come up with a solution, perhaps replace the dead or maybe refund me for the bad batch. No nothing. Now they wont reply to emails or speak to me on the phone. Zero aftercare sevice.
8 of the 20 yew hedge plants that I ordered died within the first few months of planting them. I sent multiple emails to them trying to get replacements but it takes weeks for them to reply and sometimes they just don't reply at all!Eventually they agreed to replace the plants however they want the customer to pay the delivery charge! I've never come across a company that do that! They said they are replacing them under their warranty however I contacted trading standards and they informed me that under the Consumer rights act 2015 I actually have the right for them to be replaced without paying the delivery charge!I went back to Sara the manager and she told me that plants are classed as perishable and are not covered under the consumer rights act, which is simply not true!! The consumer rights act 2015 states that even perishables are covered and that the right to reject perishable items are limited to the time that is reasonable to expect the plants to last. So considering I expect yew plants to last many many years and mine lasted less than 6 months then I clearly am covered under the act!The fact that Sara doesn't understand the consumer rights act is shocking to me. As a result I will now start formal proceedings against them as I should not be out of pocket!I would honestly avoid this company and choose one that respects their customers rights!
This company will sell you bare root hedging plants that are not actually viable. I bought 52 beech hedging bare root plants, 32 were dead. After much communication and sending of many photos, they offered a paltry credit note which didn't come close to replacing the dead twigs they sent to me. I wanted 32 viable beech plants to replace what was sent to me. I ended up out of pocket and this company really doesn't care about customer satisfaction or service. Don't touch them , they'll send you dead plants.
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