HG Hydroponics Recensioni 

Excellent customer service, spoke to a young woman who I believed was named skye and she was more than helpful with guiding me to know what i needed. Would definitely shop here again as they are really helpful and their products are great quality and were exactly what i needed.

Great staff very friendly and super helpful, really grateful for the service. Amazing delivery time I 100% recommend this shop!! Think it’s my new favourite

Excellent customer service, staff are so kind and always seem happy to help no matter how stupid my questions. I’m very pleased with the overall all experience I had with the company, I placed an order and received it received it super quick no problems at all! Definitely shop there again.

I have an order that took more than 2 months now and they said it is being shipped this week and that was monday. Now its friday and no update. This company isn't capable of commitment. I have waited and messaged you through live chat after getting my order number no reply!

HG Hydro has the same problem for over 10 years!

* It can take 100+ days for you order to arrive.
* You will probably not receive your full order

They should have a bigger stock. No fun for paying costumers to miss a whole season because they cannot get a hold of a simple reflector screen.

Poor delivery time, no communication and missing items. They say that the delays are industry wide and that would've been understandable 4 months ago, but we've been living in this new 'normal' for 6 months now. I've used an alternative hydro site with absolutely no issues, no delays, no low stock and solid communication throughout the entire process. I gave HG Hydro the benefit of the doubt but after seeing how much better some other hydro sites are I wont be using them again.

If you're going to take so long with deliveries and have 0 communication (I rang the shop about 8 times with no answer, sent 2 emails and left 3-4 messages on the webchat and not a single response), then I at the very least expect my order to come without missing items.

My items, ordered early July, took 4 weeks to arrive and one of them, a bulb, was broken. After phoning them multiple times with no answer I realised they were a local company to me, so I went to see them.

After several weeks of calling in and saying they were talking to the boss, they said they would refund me or replace the bulb. I even took another bulb that was broken by another company to show there was an inherent fragility in the design... that company refunded me in 30 mins of bringing it up with them. HG photographed that bulb to show Lumatek and I said I would call in a week later.

Today, two weeks later, I call in, the main person in the shop said she hadn't seen her boss about it. I said "When will he be in?" She said "I don't know, he comes and goes". She refused to ring him when I asked, all the time fiddling with her hair. I asked why they don't answer the phone, she said "We are busy". I have never seen more than two people in that shop... there's a definite Sunday feeling there. I said "I can't keep doing this" and she just shrugged her shoulders. I was starting to feel cross at this point and decided to leave with my parting shot being that I would take up a Paypal dispute and she replied "You do that". I said "Goobye" and left.

My analysis of the company is that it is probably falling apart and it's now reached the stage that the staff are covering up for the boss and his company's failures.

This is the most critical review I've written about a company and still can't quite believe how unprofessional they are. The lead woman in that shop has got more front than Arthur Daley... amazing.

I'm not happy to say this about a company but If you want to lose your money online, shop here. The overwhelming feeling I get is that they currently hope to wear out peoples patience and can keep your money. I even said this to her, with no defence on her part... just stonewalled me. Their Trustpilot statistics and negative comments seem to be justified.

I think this is the first time in over a thousand transactions I've been treated like this, They have had ample opportunity to rectify this situation in person and they deserve this review
.

It took 91 days before they shipped my order, and it took an additional week before i got it. I honestly thought I was scammed at one point, and the item was very expensive too. The reason it took so long was because the item was out of stock, which is fine, however, they should NOT take order/money from customers if they don’t have the item in stock. It should say out of stock on their website! They should have offered me free shipping or something else for the long wait, but they didn’t. I am also quite unimpressed with the unproffessional/poorly written replies, which made me think he was a scammer. Their first reply was relatively fast, but their second took weeks. I think im being nice for giving them 3 stars.

I made an order but they substituted an item for a cheaper item we both agreed that the difference in cost would be kept on my account with them to the value of 230 pounds. I received the items but one of the bulbs was broken (to be fair I signed for it). I recently emailed them saying that I'd like to make my second order and use my credit and also asked them about the bulb (maybe they would cover it possibly?). They replied that I could use my 230 pounds credit but because of covid I might have to wait 2 weeks, this was in May and it's now August and I still have not been able to put my order through with my credit. I've only just asked them for a refund and for it to be done within 14 days. We will see how it goes and I will update this review shortly. They do have good prices but to be honest I don't know what affect covid is having on their business, I hope they get it sorted. Hey hg-hydroponics.co.uk let me know about my refund ASAP. Thanks

Regards
Peter MacDonald

Update 5th September
They won't give me a refund, I've asked them to process an order for the value of my credit, lets see if this order actually comes to anything in the end. I told them the reason I'm asking for a refund is because ordering wasn't working. I will give this one last try before taking further action which will primarily be reporting them to the UK Police Cyber Crime Unit "Action Fraud" and some other method's that I will update this post for others to use too.

Update 09th September
Great news hg-hydroponics emailed me and said "we said we would honor the credit ". Maybe it's just a rough time for them? Will keep this updated when or if I can put through my order, it's dispatched and I receive the items. Currently still waiting for them to send me the invoice to pay the extra payment needed.

Peter

Update 14th September 2020
hg-hydroponics messaged me asking for my order number which is very irritating considering i'm dealing with this over the entire summer. Actually the order number was sent to them on the 4th May and the order number is 31499. Again no action on their part no use of my credit and apparently they don't have to give a refund legally all they have to do is beat around the bush to get out of it (NOT HAPPENING THIS TIME)

Update 19th September
Nothing more from hg-hydroponics after they asked for the order number again (what a joke), they have said they would allow me to use my credit but don't take my order (what a joke). This is why I asked for a refund. Looks like have stole from me, I will be creating a lot of trouble over this. It is pure fraud. Will give it to the end of next week then I will be making my own proceedings.

Update 23rd September
No further communication on from hg-hydroponics. No invoice or processing of my order. I have not been able to use my credit. However it seems hg-hydroponics are obviously trying to take down this excellent trustpilot review by trying to find ways to have it removed. Please keep them honest Trustpilot!

Reply to hg-hydroponics:
I have credit on file that has been recently confirmed by email by yourselves, it is obvious mentioning the year it is from is irrelevant and an attempt to draw attention away from yourselves. If YOUR staff are different it's YOUR problem they represent your company. Bring em down means using all legal means to stop frauds such as yourselves, you have no automatic right to exist as a company especially the way you conduct business and I will wholeheartedly agree it could seem threatening to you and it should ring some bells because you cannot be allowed to operate anymore and I'm sure the authorities would agree. You haven't proceeded to process my order after I gave you one last chance to allow me to use my credit after asking for a refund which was refused!, therefore you are quite simply liars and frauds and have no intention of allowing me to use my credit. I will also make note that you complained about my review on trustpilot and have been unsuccessful trying to take my review down and hence your stupid reply, Chris everyone can see right through this.

Forward your new company number Chris, Looks like your company (07337023) was dissolved on 22 September 2015 but your website says Hydro Grow still.

Are you really trading under Lincoln Vapes

Dreadful experience.
So I was expecting 7-14 days delivery, fine due to COVID. It took 29 days for delivery and I only got that when I chased them. Rude staff with no communication system in place.
Like everyone else comments I wish I'd read Trustpilot first.

Worst company I had to deal with! Avoid if you can, should have read reviews before I placed my order. Placed an order on 24th of April, received on 29th of May with things I didn't order. Let me point out I waited patiently. The worst thing for me was that the only email reply's I received was when made a contact through PayPal email or when I made a contact through PayPal resolution centre, I only asked for these items to be collected and issued me a refund because apparently they didn't have items I ordered in stock. Was ignored again.Finally PayPal agreed to issue refund but I had to post items back on my cost!? This is absolutely ridiculous! I'd rather bin these things than send them at my cost!

Excellent service, great customer service communications whilst waiting for product and great follow up service after receiving my item. I ordered 3 weeks ago but in fairness to HG the item was out of stock at the time I ordered so this was not their fault. Their customer services team maintained regular communications with me until the item was re stocked and notified me of dispatch and delivery times straight away. I have personally had a great experience dealing with HG and I will definitely be using them again. My item arrived as new, not a scratch on anything and they used DPD to make sure the item was delivered with care. Even after my purchase the lovely lady in customer services named Becky continues to help me with additional queries via email. I couldn’t be happier and would recommend them to others in a heartbeat. Great service under tough Covid restrictions as well. 5 stars. Mr G Teal

Order placed on 11/06/2020. Contacted them for an update after three weeks and was told that they don't have the item in stock and neither does the manufacturer. Cancelled the order and politely asked for a refund, which they kindly agreed to....then nothing. Tried calling the shop, no answer. Sent several emails, which they mostly ignore, they've replied to one and told me that refunds are taking a couple of days to process, still nothing. Sent them a message on the live chat yesterday and it was abruptly switched off, so I've sent them an email telling them that I'm going to raise a fraudulent transaction dispute with my bank if they don't sort it, and yet again they are just ignoring me. Its absolutely ridiculous, quite possibly the worst customer service I've ever experienced in my entire life, really wish I had read all these reviews before I spent money with them, you live and learn I guess. To anyone considering spending money with them, don't be fooled by their low prices. You'll be lucky to get what you ordered and if you don't they seem to think they have the right to keep your money. I now have to go to the trouble of forcing a refund out of them via the bank. Save yourself the trouble that I and many others have gone through, and take your money elsewhere

Awful experience, take your money elsewhere. My Order was placed 05/05/2020. Last e-mail I received was 04/06/2020. No word since then. It's now 18/06/2020. I've asked politely for a refund, to no response. I've demanded a refund, to no response. So am now forced to take the matter up with Citizens Advice to pass the matter on to trading standards.

Had issues with the delivery I ordered however that's understandable at this current time I got in touch with an agent on live chat and was terrific customer service my order arrived next day !

No communication whatsoever nearly waiting 2 weeks for a click and collect order to be ready and still haven't heard anything ..emailed, rang, left messages but nothing

Made an online order. Modified it by email, no response. Subsequently found what I was looking for elsewhere for less so cancelled the order by email, again no response from the retailer. Unmodified order arrived a few days later. Called to complain and ask for instructions to return. Before the tone had to a listen to a long-winded and whingey message about how busy they've been. Left a message, no response....

It took over 6 weeks for my LED lights to arrive and correspondence was sporadic but this was to be expected during the lock down period and the item I ordered wasn't in stock in the first place and had to come from China. So i gave the company the benefit of the doubt. However, it only worked for 2 days and I ended up having to send it back to the shop for a refund. I chased them for 2 weeks before they finally got around to examining it, only for them to tell me they would now have to send it back to China for inspection because it had been tampered with. By tampered they meant as i had removed the ballast. Apparently this voided the warranty even though it says you can remove the ballast in the instruction manual as well as on the actual manufacturers website. Now I have to wait for the item to be returned to China and inspected over there before I can have a refund. I wouldn't be surprised if they tell me in a few weeks time that the manufacturer has refused the refund just so they can keep my money...after all, how would I know what the manufacturer really says? Disgusting customer service. There are plenty of other hydroponic suppliers in the UK so all of my future business will be going elsewhere.

This company went above and beyond to complete an order for me , kept me informed during the process and I am truly grateful. Given the backdrop of covid 19 my expectations were low. They even paid extra the postage fees, I get the vibe from the reviews that weren’t so favourable that patience is in short supply.Shame,as the race is for the sure ,not the swift. Many thanks Team HG, John

Awful customer service don’t waste your time just read the rest of this company’s feed back has to take my dispute up with PayPal