HG Hydroponics Recensioni 

I had ordered a item on pre order that ended up been a little later that i had planned around. Got in touch via email and had a refund for the item sent back to paypal the same day so i could plan round the problem.

Easy to deal with, quick to reply, will be using again

Ich kann nur jedem aus Deutschland abraten, hier was zu kaufen. Wenns dumm läuft und ihr was zurück schicken müsst, viel Spaß.

Kurz zu meinem Fall: Ich habe ein Grow-Zelt bestellt, bin aufgrund der Lieferfähigkeit einen höheren Preis eingegangen und habe ebenso Zoll bezahlt. Jetzt erhielt ich aber die falsche Ware und habe mich darauf direkt mit dem Kundenservice in Verbindung gesetzt. Dieser hatte sich dann recht schnell gemeldet aber ist weder groß auf meine Nachricht eingegangen noch kam in irgendeiner Art eine Entschuldigung für den Fehler (sowas macht mich immer stutzig, gerade wenn man so etwas von deutschen Händlern gewohnt ist). Jedenfalls wurde ich gefragt, ob ich am Tag drauf für eine Abholung daheim wäre. Dies habe ich bejat und bekam kurz darauf die Abholungsunterlagen für das Paket, welche ich ausdrucken konnte. Auf meine Nachfrage, ob man eine Art Gutschrift oder ähnliches machen könnte für die nächste Lieferung, da sonst der Zoll ja schon wieder anfällt bekam ich die Antwort, dass ich den Zoll auf jedenfall wieder zahlen muss und sie hier nichts verändern könnten - aber laut ihrem Verständnis für den deutschen Zoll, könnte ich meine Gebühren für die zurückgeschickte Ware wieder einfordern. Wer dieses Vorgehen mal durchgemacht hat weiß, was das für einen Aufwand bedeutet. Ich hatte dies auch in einer weiteren E-Mail angemerkt und wurde daraufhin ignoriert.
Die anschließende Abholung am nächsten Tag lief dann soweit ohne Probleme ab.
Danach, war erst mal alles sehr still. Also entschied ich mich nach 9 Tagen mal nachzuhaken, ob denn überhaupt das Paket ankam oder ob es ggf. noch unterwegs war, denn UPS bildet auf dem Abholschein lediglich ab, dass sie es geholt haben aber nur der Antragsteller bekommt den restlichen Lieferverkehr mit.
Daraufhin kam eine Antwort am Montag nach dem Wochenende (also insgesamt nun 12 Tage). In dieser E-Mail teilte man mir mit, dass das Paket ankam, sie aber meine eigentlich bestellte Ware, nicht mehr am Lager hätten. Ich müsste bis mitte August hierfür warten.
Bitte was? Das so etwas nicht in der Zwischenzeit kommuniziert werden konnte, fand ich sehr schade. Immerhin ist auch die Frage, ob man mir das überhaupt mitgeteilt hätte, wenn ich nicht von mir aus die E-Mail geschickt hätte.
Prüft man so etwas nicht vorher ab, ob die Ware überhaupt richtig im System ist/war?

Da ich nicht bis mitte August warten wollte, habe ich die Bestellung dann storniert und um die Rückgabe meines Geldes gebeten.
Zu meiner Überraschung hatte die Antwort darauf keine 2 Minuten gedauert. Zu meiner Verwunderung aber, enthielt die geänderte Rechnung/Gutschrift keine Versandkosten. Also habe ich hierfür nachgefragt und bekam als Antwort, dass die Lieferkosten nicht erstattet werden, da die Ware ja geliefert und die Lieferkosten bezahlt wurden.

Dementsprechend habe ich darauf geantwortet (und ja, auch sauer), dass ich dies nicht nur absolut nicht nachvollziehen kann, sondern das nun eine Menge Geld verbrannt wurde für nichts. 34€ für den Zoll die ich erst schriftliche zurückfordern muss und gut 3-4 Wochen wieder ins Land ziehen, bis ich hier eine Antwort erhalte + ich habe die falsche Ware erhalten, habe nach der Abholung nichts mehr gehört bis erst zu meiner erneuten E-Mail, dann ist die eigentliche Ware plötzlich nicht mehr da und als "Dankeschön" bekomme ich die Lieferkosten von 49 Pfund (knapp 60€), nicht erstattet weil, wurde ja geliefert und bezahlt.

Es kommt mir stark vor, als ob ich den schnellen "Abholservice" dadurch quasi auch noch selber bezahlt habe.

In Summe sind also knapp 100€ verbrannt, ich habe keine Ware und auf meine letzte E-Mail, in der ich gerne auch ein paar Antworten gehabt hätte, wurde nicht mehr reagiert. Der Ton in dieser E-Mail, war der Situation entsprechend. Dazu hätte man ruhig dementsprechend reagieren können, würde aber leider wieder nichts ändern denn - Kritik wird ignoriert. Der E-Mail Verkehr war eh recht unpersönlich und stellenweise schon gelangweilt ala "was will der Deutsche denn?" und es kam mir vor, als ob man immer alles von sich wegschiebt was schwierig ist. So etwas kenne ich definitiv nicht von den hiesigen Versandhäusern. Egal ob es eine Reklamation war, Rücksendung, etc. Es gab NIE eine derartige Situation. Man hat immer über Unstimmigkeiten geredet und eine Lösung für beide gefunden - und nun so etwas. JA, ihr seid aus der EU draußen und JA, sowas ist für den Versand in die EU Mist ABER dann geht man so mit jemanden um? Ehrlich?

Natürlich könnte man auch jetzt bis mitte August warten aber würdet Ihr nach der Sache hier noch groß Vertrauen haben? Ich habe so das Gefühl, als ob die Lieferkosten nochmals angefallen wären. Keine E-Mail hat das Gegenteil behauptet - ne lass mal.
Eine unschöne Erfahrung, merk ich mir, leider.

Despite the bad reviews, I gave it a try and ordered it. My delivery arrived without any problems, even though I ordered from another country. Customer service is also easy to reach via the web chat on the site (during the day), where upon request they sent me a tracking number with which I could always track my order.
Conclusion: I was pleasantly surprised and would happily order here again.

Great customer service. And great deals

Very bad customer service and extortionate delivery prices.

I was sent two damaged pot trays and sent over proof. Normal customer service would send a replacement out. He emailed saying they would refund me so I responded the same day with I need replacement as I’d be short of trays for my pots. The next they processed the refund first (which is instant with PayPal) and then sent me an email saying it’s too late as they have already processed this. I sent them the email a day before they processed and chose not to send me a replacement because they wanted to avoid their extortionate delivery price.

Avoid ordering from them no matter how good the product or price is unless you want to spend time with there bad customer service.

09/06 response to the below reply -

Firstly, you should have asked the customer if he would like a refund or replacement which you didn’t.

Secondly, you resolution is for me to place another order for two small items and £6.95 delivery fee again because you don’t want to cover it for sending out damaged product. Just proves how bad customer service is

Website stated next day delivery , waited a week until supposed ‘‘dispatch’’, no tracking information received. I had to chase up multiple times before being told my order must have experienced a problem with the courier.

Won’t provide proof a parcel was even sent, so clearly just blaming it on the courier and they haven’t even sent anything!

Now have to wait 10 days for a refund to come through, when my payment went straight through to them on the day of order, funny that!

Company has removed the text from the website stating next day delivery since my order. Fortunately I took a screenshot before hand as the company had told me it’s not next day delivery.

I so wish I read through these reviews before placing an order but who would expect to need to do that when ordering plant pots!

I now await my defensive response from the management, accusing me of lying, was other negative reviews have had.

If you buy from this company is because you like troubles, your money stolen from you while being laughed at and you like wasting your valuable time exchanging emails/phone calls with brain dead individuals. Unfortunately for them, although English is not my first language I presented a strong case to Paypal which have decided in my favour and refunded me.

Edit: yes it was the first time I had an issue, and considering the amount of money I spent in your shop it is disgusting that at first issue you displayed terribly poor costumer service. You blamed me for the missing parcel.
I don't believe you were the one approving the refund, you are a very dishonest seller and claimed to have access to London CCTV. That's just crazy. As I said before; your mother is your sister too.

Ordered some 18 litre square plant pots, which aren’t so easy to find. Arrived really quickly and were nice and sturdy. Well packaged to ensure they weren’t damaged. Website nice and clear, good price and could order just the quantity required which is useful too. Kept informed throughout the process. My first time ordering from this company but I’m sure I’ll use them again

Excellent service. Apprehensive due to bad reviews here, but for me, top notch service. Very responsive. Quick to fulfill my rather large order. Kept me informed of stock levels, potential delays and any alternative items. Will use again, and again.

Fastest order Iv ever received discreet & fast thanks thanks 10/10

I purchased a Lunatek xterm 1000w Led on Monday after calling the company to check how kind it would take for delivery as I’m in London the shop assisted said all if I order before 2pm the item will usually be the following day so I went ahead and purchased the item after 2pm knowing it should come by Thursday I get an email on Wednesday asking me too send them proof confirming the address and also a picture of the card which was used for purchase this was because my order was over £1,000 apparently anyway I did send all the info requested at 11:57.

I emailed them to find out what’s going on and they said they are still waiting for security check which I know is a system that clears payments if flagged then the payment would be rejected plus the information requested I sent was 100% legit so now im thinking that’s strange something ain’t right

I called them a few times and was told they are still waiting so after 4pm Id had enough as the information requested was sent at 11:57am so it’s taken the whole day to do this so called security check

They begin by talking about fraud and implying that it’s potential fraud dispute the fact they had a copy of my driving licence and a copy of the card used to purchase the item he went on about me living in a high risk area etc etc now I’m think you got my money you got my personal information and now your attempting to imply that it’s a fraudulent purchase anyway after being very upset by this I instantly requested a refund which he did within secs only to find out it was all a lie so he could raise the price of the unit by £200 from £1,099 to £1,299 which was done on the day After purchase and I purchased the item on a Monday they increase the price of the Lunitek Led.

HG hydroponics made up an explanation I.e security check and basically implied I’m a fraud I have screen shots of the chat from their site which is proof of what was said after being made to feel, who wouldn’t want a refund after being taken for a criminal I wouldn’t mind but I sent them the requested information and they still made me out to be fraud by being rude with attitude any excuse to refund me so they could get an extra £200 for the unit they have no morals they lied to me for the benefit of money, they checked the unit and realised they had made a mistake quiet possible and instead of meeting that obligation then increase the the price they made up a lie about payment and fraud even know the Money had cleared from my bank account and nothing was flagged from my bank all the deceit in order to refund me and increase the price by £200

Ordered a large airpot. Dispatched and delivered within a couple of days - Great service and very happy.

On a previous order they had forgotten to pack one pot and when I complained they tried telling me there was cctv footage showing the pot being packed. I persisted and they apologised and sent me the missing pot. So overall Im happy especially since their prices are so competitive.

Great company to do business with. I had an issue with my order and queried it on their online webchat. This was dealt with and corrected swiftly. I have no complaints and will definitely purchase from them in the future. I have also recommended them to my friends/family. Thank you very much for a pleasant shopping experience. We all make mistakes; thank you for being easy to communicate with and correcting it quickly!

It felt like I was dealing with monkeys - really incapable staff who locked my account for trying to leave an honest review on their website.

I ordered a variety of the larger Air-Pots from them. For those familiar with Air-Pot will know they supply two fixing sizes, small (dark blue) and large (light blue). The small fixings are for the 1L pots only, as the hole sizes on those wraps are smaller. The large fixings are for all other sizes. You can verify this with the manufacturer.

Despite ordering only large size pots HG sent me a mixed bag of small and large fixings, and not even the correct amount. Upon contacting them the staff brushed me off insisting that the small fixings can also be used on large pots. I tried to explain I've used Air-Pots for nearly a decade and their argument is false, but instead I got treated like a moron. I mean, why does Air-Pot even bother producing two size fixings, right?

I had to resort to contacting their distributor to get the correct size fixings sent to me. Jokers!

I’m gobsmacked at the low level of professionalism, utter ignorance and total lack of knowledge and any understanding of the products they carry, to the point they will treat a customer who's in the right as being wrong.

I fully realise that nobody knows everything about everything, but to try and make a customer feel as if he's an idiot and that whatever the immature HG staff member has to say is the law, well, I'm sorry, that deserves a bad review any day.

Let's put it simple:
Air-Pot says:
The small fixings are for 1L pots - check

HG's distributor says:
The small fixings are for 1L pots - check

A decade long user (me) of Air-Pot knows:
The small fixings are for the 1L pots, the large fixings are for all pots larger than 1L - check

HG Hydroponics says:
Both small and large fixings will work for any size Air-Pot, large or small - LOLOLOL

You decide for yourself if you want to buy there!

**** My response to HG's response:

Just the kind of response I expected - you act like an immature kid. My review gave detailed info so any reader would get what it's about. In return you simply try and smear it up.

A few screws too small? You guys need to call Air-Pot yourselves and get your facts straight. In the end you're only dragging their name through the mud.

You also didn't feel you made a mistake, you were very clear and quite adamant that the small fixings you supplied were of the correct size.

I bought:
55x 3L pots
10x 12.5L pots
4x 9L pots

With that you gave me 53 Large screws and a bunch of small screws.

My greatest urgency was getting the 3L pots sorted, seeing as I already waited 10 days for it to arrive. This means I was able to pot up only 53. That left me with 16 pots I couldn't assemble with small fixings. Does that seem little to you??

When I called you about it you gave me the same treatment over the phone as what you did in this response (hence the review).

I was then forced to first call Air-Pot to make sure of facts - even though I've been using them for a decade.

Then I had to call your distributor who could only agree that the small fixings you supplied were incorrect!! Your distributor then did what you were suppose to mate, he apologised on your petty behalf and promptly sent me out the remaining large fixings (what you call screws) by courier.

You didn't scam me out of pound notes, you scammed me out of time, respect, frustration, and basic decency. And now you have the audacity to scream out I'm wasting your time with a review?

Stop smearing up and apologise.

How is that for a mouthful? Essay long enough?

**** edit...

It's clear you you won't let it go. It's clear you want the last say.

So, good night, and thanks for all the fish!

Not so sure on the poor reviews here, I have had an excellent experience with HG Hydroponics. I had to contact them on 3 different occasions, each time it was a pleasant experience, really helpful and knowledgeable, customer service is excellent, polite and respectful, these people really do try to look after your order, so not quite sure why there are bad reviews. I did have to wait and extra 5 days for delivery, but this was due to a piece of kit that was not in stock, also not in stock on other stores, but HG Hydroponics managed to source it very quickly for me.
Good people giving a good service.

Great experience x very helpful x everything is great will definitely use again x x

Amazing experience using these guys, great comms and customer service will definitely be using again

I am surprised how irresponsible the seller is, just to rip off customers. Non-delivery with DPD is common practice, because they don’t deliver to flats or parcels go missing If people at HG Hydroponics don’t make refunds unless collected and sent back, then I'm afraid they missed the point, because I was there and the parcel is missing. It may also be that the seller is missing the whole point of quick and hassle-free shopping.

Will never buy products again from unregulated websites. The same products can be found on eBay, cheaper and with free delivery.

But online scammers that can’t deliver and hesitate to make returns would probably never offer 5 years warranty on products they say they do. It’s just a trick to manipulate their potential customers!

Received great service from this company - prompt replies to email enquiries and were available for live chat too. My item was delivered in two weeks and given the difficulties with staffing during the pandemic this was very understandable. The website had explained that they were working under pressure. Will shop here again.

Overall very good experience, got my order delivered today by DPD. Excellent plain packaging, all items brand new in perfect condition with plenty of bubble wrap used to fill empty space in the box.

My order did take 4 weeks but the website said to expect delays so that is fair enough in my book. I would suggest if you do need your items in a hurry it might be best to contact the store before you order to check stock and/or lead times on specific items. In my case it was not a problem to wait and the prices for all the items I wanted were very competitive.

I have used probably 4-5 different stores for horticultural equipment over the years and never really had any serious problems with any of them. I would happily use HG again.

For anyone who might be cautious to order, use PayPal and you have excellent customer protections anyway. But my experience with HG has been a good one.

All the best, Richard.