To leave a review you need to be logged in
Reviews 180
Bryan
May 01,2025Late delivery despite paying for premium service Snapped stems on hedging plants Bare root hedging dried out with dead new growth Poor customer service not answering phones other than for new orders
Alexander Bass-Phillips
Apr 30,2025Disappointed with Product and Appalling Customer Service We ordered 250 bare root yews from Hedges Direct for our formal garden, following their planting instructions to the letter—using Rootgrow, planting immediately upon delivery, and ensuring they were automatically watered. Despite this, the hedging has completely failed. I emailed them promptly with photographs and a detailed explanation. After three days of silence, I was finally sent a form to request replacement trees—which I clearly stated I did not want. I’m not prepared to spend another three days replanting from the same supplier. I requested a refund, which I am entitled to under UK consumer law. Customer service has been appalling. I’ve tried repeatedly to contact them by phone, only to be left in endless queues with no response. Fortunately, I paid with American Express, and they are now processing a Section 75 claim to recover the funds. It’s deeply disappointing that Hedges Direct would rather force a card dispute than honour their legal obligations. I won’t be using them again and would strongly advise others to think twice before placing an order.
Alexis W
Apr 29,2025Excellent Laurel Hedging Dubious about ordering large (1.8m) laurel plants online but couldn’t find any other that size at affordable prices locally. The plants delivered (on time) were the correct size and in great condition. Planted them in same day and an instant hedge was created. A few weeks on and they seem to be settling in nicely. Will definitely use again.
Paul Allen
Apr 28,2025Bare Root plants were delivered on 28/3/25 with the box being too small for the size of the Beech plants included. This resulted in the tip of one having snapped off which will now reduce the upwards growth speed. After phoning on the day of delivery to report issues, I was advised to email Customer Service with pics. I subsequently emailed Customer Service with photos on 31/3/25 (no responses received) and followed up again on 24/4/25 (again no responses). Very disappointed with the non-existent customer service and lack of care with packing of plants.
Mark Tucker
Apr 27,2025Bought 3 x lollipop Red Robins @-£300 On the dimensions they are at the smallest size of 30cm head and over 120cm high.The ones delivered barely met the minimum dimension and were only 3 ft . At £99 each you can get these at least 2ft taller at your local garden centre. Don’t bother
Fran Mochrie
Apr 25,2025Absolute shambles of a company! I spent over £200 on a selection of hedging plants which were delivered last week in absolutely awful condition with 8 out of 15 plants having snapped branches, out of pots, and looking very sorry for themselves, as well as half of my order being completely wrong. After calling 4 times (3 of which I waited on hold for 30 minutes to be cut off, and the final time waiting over an hour for my call to be answered), I was told that they could resend the damaged places and send the correct part of my order that had been missing, all free of charge - great, I thought. Fast forward to today, my order has turned up, once again with most of the plants being damaged. I don't know if this is the fault of the delivery company, but looking at the packages inside it seems a combination of carelessly packed orders, inappropriate packaging (cardboard + damp soil don't mix well!) and contents not being protected enough from heavy-handed delivery drivers. It's wonderful that a company are very keen to get your money and have such an efficient pre-sales team - I called them when I couldn't get hold of the customer service team, and amazingly my call connected straight away though unfortunately and unhelpfully they were unable to assist me. Shame the same can't be said for the customer service team who are obviously so inundated with complaints that getting through to them is a miracle in itself. Please, if you have any sense, avoid this company and support local businesses who - though may be a little more expensive - care about the service they offer their customers and the care they take in looking after their plants, as well as the manner in which they are delivered. I wish I had the sense to read the reviews before spending my hard earned money with this business.
Robin
Apr 25,2025If there was a no star option I would select it!! We ordered 10 laurel bushes and did every thing by the book replanting them. They started deteriorating by the day so I emailed pictures explained our situation and asked for their ' help' ! No reply to the emails I then rang their customer service and guess what? After hanging on and on twice I finally gave up! DO NOT BUY from this rip off company. I fear we will have to replace the laurelsand write off the " 12 month guarantee" !!
Janice Armstrong
Apr 23,2025I’ve placed 3 orders with a view to place Hornbeams around the perimeter of my 3 acre field. 1st 2 orders were good 3rd order has been appalling. I placed an order for hornbeams on 5.4.25 and received a box of bare root roses on 12..4.25. I took a picture and sent an email on 13.4.25- no response. I called customer service on 16.4.25 and waited 15 minutes for the phone to be answered only for it to be put down before anyone said a word. I called After Sales to be told I had called the wrong number. I explained the reason and she advised she had arranged a team leader call back - still waiting. I sent another email on 17.4.25 - still waiting for a response. I called again on 21.04.25 and was told I had called the wrong number. I offered my order number but he didn’t want it - he told me to hang on and transferred me to the customer service team. Another 15 mins later no answer. I called After Sales team again and tried to explain the reason- this agent opened a case and promised a TL call - still waiting for. 2 team leader call backs not received My order of Hornbeams not received Roses dying in the corner I’ve lost all faith in this company due to the appalling customer service. I understand errors happen- it’s how you put them right that counts and contact and conversation is key. They still have my money. I still have no Hornbeams.
Kieron Dooley
Apr 19,2025Not fit to be sold. Bought bare root box hedging. 200 plants. Nearly all failed. Company offered reluctantly to replace some of the plants on the insurance scheme after I sent pictures. They have failed as well. When I saw how the plants are stored at the warehouse I’m not surprised they failed . Won’t buy anything again from them.
Maria Law
Apr 19,2025Excellent experience. Our tree came quickly and was beautifully parceled and wrapped with obvious care and attention. It was in great condition when it arrived. We are extremely pleased with it, it looks amazing and is flowering already. Highly recommend and will definitely use again.
Cath Bennett
Apr 19,2025I’m very concerned! I’ve spent £804.00 to purchase established root ball hedging, but this week I’ve received very poor 6ft twigs that appear dead. I have called this company many times over the past few days, but nobody answers, so emailed requesting to return the twigs, but I’ve had no response so far……
Mike Mackenzie
Apr 17,2025Should have looked at their reviews. I still haven't got the hedge plants, can't get through on their customer service line, and have given up. Asking for a refund, but don't hold out much hope. This is a group of individuals masquerading as a professional company. Save yourself the frustration!
JOHN PLATTS
Apr 17,2025Initially I tried to order from Hedges Direct but unfortunately there was trouble accepting my monies, I emailed them and immediately had a telephone call putting everything right. After service, in my opinion is excellent and I wouldn't hesitate to use this firm again. Kind regards, Mrs P.A.Platts.
Toby
Apr 17,2025Ordered 15 6ft Wester red cedar conifers with rootball. They where about 9ft when arrived so it was superb for me, an instant barrier. No problems from ordering to delivery, excellent service for me.
Jennifer Spary
Apr 17,2025Plants took the double the length of time to arrive and it was only when I emailed on the last day they were meant to arrive. I was told I would be refunded for delivery but that didn’t happen. When they eventually arrived they were tossed in a box with no packaging, half out of their containers, earth everywhere and most of them broken. Emailed Hedges Direct and haven’t had a reply. Called but the call was never picked up.
N Marshall
Apr 17,2025Ordered 42 yew tree shrubs on 6th March with a stated 5 days delivery but which arrived on 15th March. They were planted according to instructions with root feed and bone meal also supplied by this company. They have all died. We have tried to contact customer service by email and by phone several times each, have hung on the phone for 30 minutes each time. Nothing is replied to. We have wasted nearly £200. Save your money for someone else.
Janie kidston
Apr 16,2025Terrible customer service
Grant
Apr 16,2025Placed an order on 19th March on the understanding it would be delivered in 7 days, After 2 weeks without any coms from Hedges direct, I called to ask what's happened, and was told the order would be dispatched the following day. Surprise surprise no delivery!!! 2 days later i get an email saying its delayed by another 2 weeks!!, Surely after 6 weeks it will now be delivered on the third time of asking? Well guess what 1 day before the new delivery date i get another email to say its been delayed by another 2 weeks!!! At this stage i asked for my money back, which has still not been refunded!!! I would avoid these clowns like a 3 day old kebab!! shocking company. For clarity this is not a complaint about the delivery, as my order after 7 weeks had still not been packed or left their warehouse.
Pamela Tatlock
Apr 12,2025DO NOT USE. Ordered mid March for a substantial order, and it was never delivered. Calls to customer services resulted in different explanations, none of which turned out to be true, trees lost in transit, order was due to the delivered in the next few days. Ultimately was told nothing has been dispatched. Customer services then said they couldn’t cancel my order and had to wait to be called back by another team to arrange a refund, no calls were received. Wasted so much time on calls to them and emails go unanswered. Refund is now being processed because I involved my credit card company. Avoid at all costs.
Five Acres Nursery, Dawbers Lane, PR7 6EE, Chorley, GB
http://www.hedgesdirect.co.uk
Chopz
May 02,2025I ordered 4 large laurels in February. When they came, the delivery driver badly bent two of them while he was unloading and then grumbled about wheeling them over the cattle grid entrance to my property! He dumped them in the middle of the drive. The root balls on all 4 were bone dry. I soaked them for 2 days and then planted them with my other laurels with compost and bonemeal and watered. Over the next couple of weeks the leaves on all 4 began to turn yellow. I dug them up and the root balls were dry. So I re soaked them and re planted. Over the following weeks the leaves continued to yellow and fall, so I emailed the helpdesk with pictures. This was on 12th April. During this time, they have continued to deteriorate. Just a few yellow leaves left. Only today did they email me back. Too late for advice now, I have dug them up and binned them. I am furious that it has taken so long for this company to acknowledge my email. And it's been a complete waste of money. Meanwhile, the Photinas I bought from my local nursery at the same time are thriving!