Home & Garden Extras Reviews 

UPDATE: Following my review, one of the owners contacted me personally and apologised for my experience. He explained that an internal miscommunication had resulted in my refund not being processed and I appreciate the way the owner personally intervened and took responsibility for getting the matter resolved.

He arranged for both outstanding refunds to be processed in full and contacted me personally to make sure I was happy with the resolution. I have now received confirmation of the refunds.

I appreciate the time he took to listen to my concerns, speak with me directly and put things right. Although the original experience was extremely stressful and disappointing and took several weeks, I am pleased that the matter was ultimately resolved properly.

I hope the company can learn from what happened and take the issues I raised seriously and improve its communication and customer service going forward.

I have been a loyal customer of Home & Garden Extras and have purchased many items from this company over the years. Unfortunately, my recent experience has been extremely disappointing and has left me with very little confidence in the company’s customer service.

Firstly, I ordered a 14-inch Heavy Duty Pot Caddy, but the caddies I received were actually only 11 inches. One box was labelled as 11 inches and the other was labelled as 14 inches, but when I measured both caddies myself, they were both only 11 inches. I sent photographs showing the measurements as evidence.

Despite the wrong item being supplied, I was initially told that I would have to pay to return it at my own expense. I questioned why I should be out of pocket when the company had sent the wrong item, and only after I challenged this was a returns label provided. The £3.99 delivery charge was deducted from my refund and was only refunded after I published a review about my experience.

My second order involved another set of plant caddies where the castors/wheels would not screw in correctly, making the caddies unfit for their intended purpose. I returned the items, but I was later informed that they had been inspected and that the wheels were considered to fit correctly. I was then told that £3.99 for delivery and £7.35 for the Royal Mail collection would be deducted from my £33.97 order, leaving a refund of only £22.63.

At the time of writing this review, I have checked my account and have still not received the £22.63 refund or any confirmation that it has been processed for order HGE113821. I have contacted the company several times asking for an update, but my emails have gone unanswered and asking how they concluded that the castors/wheels fitted correctly when they would not fit when I received them. I asked what testing had been carried out and why their findings differed from my experience, but I have received no explanation or response.

The company confirmed that they had received and inspected the returned items and informed me that they would refund only £22.63 after deducting £3.99 for delivery and £7.35 for the Royal Mail collection. However, at the time of writing this review, I have still not received any confirmation that the refund has been processed, nor have I received the £22.63 refund in my account. Despite emailing the company several times for an update, I have received no response. This has left me very concerned and disappointed, especially as I returned the items as requested.

Communication throughout was extremely poor. I received an email stating that a returns label and tracking information were attached, but no tracking information was attached. When I asked for the Royal Mail tracking number, I was told that it could not be provided and that I did not need it. I simply wanted confirmation that my return had been arranged and could be tracked, but I felt my concerns were dismissed.

During my communication with customer services, I explained that I suffer from depression and anxiety because I was becoming very distressed by how the situation was being handled. I was told, “That’s your problem.” I found this extremely upsetting and felt it lacked empathy and professionalism. I was also told that I would be blocked, and after that my attempts to contact the company by telephone were not answered. on one occasion she did answer my phone call but then abruptly disconnected the call before I was able to discuss the issue. This added to my frustration and left me feeling that my concerns were not being taken seriously.

I have always expected much better customer service from a company I had supported over the years. The overall handling of my complaints, the lack of communication, the unanswered questions, the outstanding refund, and the way I felt I was treated have left me extremely disappointed.

I bought a Trug Trolley with Trug container at the Kent Garden show on 25 May 2026.
A few days ago, I was using it and there was a noise and the trolley fell apart.

I sent an email to Home and Garden Extras and I received a reply very quickly to say that they were sorry for the inconvenience, and could send a replacement the next day.

I received the replacement Trug Trolley the next day. It was well packaged and brand new.

The person I spoke to was very helpful and polite.

He let me know when he had sent the replacement trolley and provided great service.

I would recommend this company to anyone as they have excellent customer service.

I hope to buy from them in the future.

Thanks

David

Really good service. Was looking for specific plant pot holders and found out via my niece who went to a Garden Show, that this company sell them, but didn’t have any at the Show. They gave her a leaflet and suggested I contact them, which I did. I made my order which arrived within 4 days. Couldn’t ask for more.

Super plant supports which have rusted nicely and look as though they have been in the pots for years. Easy to order, very fast delivery and a extra nice company to buy from. Thank you

Excellent company. Excellent choice of garden supplies. Customer service is second to none! Anything I've ordered has arrived the very next day!

Good rapport on the phone and next day delivery

Excellent fast delivery and well made items. Good value sturdy pot stands. I recommend these for all garden and patios.

I asked questions about the lawnmower before ordering and was given helpful, honest advice. Feel confident ordering again from this company. The order was also received in 2 days. Completely happy with my purchase and Home & Gardens, thank you

Spent several hours picking out a hanging basket and bracket for a Mother's Day present. The order was paid and confirmed by email. I got a reassuring email titled "Thank You for Trusting Us". 24 Hours later I received an mail to say that the entire order was canceled due to "unforeseen circumstances" and given a refund. I will avoid this outfit in future.

Quick service, excellent quality, competitive prices

Very good product, just as described. Delivered promptly.

Lovely supports, received very quickly after ordered

Look good, not worn yet.

Quick delivery, excellent quality goods

Customer service was exemplary when I only received part of my package. I had ordered 3 sets of 3 peony supports but only received one set of 3 which I believe might have been due to the dispatcher misunderstanding the order. I sent an email and received an apology and the missing items the next day. The sets of peony supports are strong and a great price.

Prompt attention and delivery. Product securely wrapped and arrived in good condition

Hotbin arrived faster than expected Great communication and excellent service. Would highly recommend.

Excellent service. Order despatched within minutes of it being placed. Item well packed.

It was WAAAY to easy to choose the lovely lovely items I purchased 😊 I've bought a number of items now & have 💯 % been blown away by the quality if the items. I've bought during Black Friday & Christmas sales & have been soooo pleased with my items. Such bargains & such quality. Can highly highly recommend 👌

Arrived within four days of ordering. Meant the bird feeder cleaning can continue.