Review summary
Many customers praise the fast and reliable delivery, as well as the helpfulness of some customer service agents. Product quality is frequently highlighted, with most reviewers appreciating the appearance, durability, and design of the items. A few customers also note good communication from the company. However, there are significant areas for improvement, including inconsistent delivery experiences with delays and missing orders. Customers often express frustration with slow, unresponsive, or non-existent customer support, and many mention a lack of communication or unclear information regarding their orders, especially when dealing with multiple or partial shipments. The return and refund process is another common pain point, described as slow, complicated, and costly, with little support. Additionally, some customers report inaccurate or unclear product descriptions on the website, leading to confusion and unmet expectations.
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How Trusted Shops prevents fake reviewsReviewsnewgardenstore.co.uk
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Verified
Great contemporary pots
Pots which I purchased many are a lovely design and good quality. I would give you five stars but customer service is extremely slow for any questions or problems. It would help if you had a customer contact number which you could speak to someone regarding any questions, but you have to wait 3-4 or even longer for a reply.
Verified
Have ordered before where the product came from Spain and there were multiple issues with delivery to my home address.
I'm very pleased to report that there were no issues now as the distribution appears to now be in the UK. Very fast delivery Really pleased with product and have recommended to friends
Reply from newgardenstore.co.uk
Hello Paul,
Thank you very much for your review and for trusting us again. We’re really happy to hear that the delivery experience has improved and that you are pleased with the product.
Kind regards,
The Newgarden Team
Verified
Bought the beautiful outdoor lights for pergola with cherry bulbs that finish the look. One cherry bulb stopped working and reported and a replacement was shipped in 2 days. This service was exceptional and was kept informed of progress.
Reply from newgardenstore.co.uk
Hello Caroline,
Thank you very much for your lovely review. We’re so happy to hear that the lights finished the look beautifully and that our team was able to solve the issue with the Cherry bulb quickly.
Kind regards,
The Newgarden Team
Verified
Thermae Bath Spa 20th Years Anniversary
The new garden team went above and beyond! The product is of amazing quality, and delivery was seamless. The customer service was exceptional as well. ¡Gracias, Clara!
Thank you very much!
Reply from newgardenstore.co.uk
Hello,
Thank you very much for your wonderful review and for sharing the photos.
We’re delighted to hear that our team went above and beyond and that you are happy with the product quality, delivery and customer service. We’ll make sure to pass your kind words on to Clara.
We hope everything looked amazing for the 20th anniversary celebration.
Kind regards,
The Newgarden Team
Verified
Quick delivery, great product.
Quick delivery, good communication and great product. Second one of these I've bought. Very pleased with quality.
Verified
Best garden lights ever
I bought the small hanging lights (2 green/2cream). I have put them into my trees and they look fabulous. They give out a surprising amount of light and may buy some more.
I also bought the large Portofino wicker lampshade that looks great under my large sunshade.
Reply from newgardenstore.co.uk
Hello Gill,
Thank you so much for your lovely review! We’re delighted to hear that you love the garden lights and are happy with your purchase.
Kind regards,
The Newgarden Team
Verified
Beautiful planter, vert robust build quality, the solar light works very well after an initial charge, and it's a stunning addition to my garden terrace.
Reply from newgardenstore.co.uk
Hello Lee,
Thank you very much for your review. We’re happy to hear that you like the planter and appreciate its quality and design.
Kind regards,
The Newgarden Team
Verified
The website was slightly misleading on delivery timings and I was left unclear whether I would get the product in days or weeks. In fact it did arrive within days and the quality was excellent.
Reply from newgardenstore.co.uk
Hello Sharron,
Thank you very much for your feedback. We’re sorry that the delivery timing information on the website was not clear enough, but we’re glad to hear that your order arrived within days and that you are happy with the quality of the product.
We’ll take your comment into account to improve the information we provide.
Kind regards,
The Newgarden Team
Verified
Great delivery time. Very helpful and quick replies to queries. Some tech glitches eg redelivery email sent two weeks later etc but sorted quickl
Reply from newgardenstore.co.uk
Hello Hilary,
Thank you very much for your review. We really appreciate your feedback and your trust in Newgarden.
Kind regards,
The Newgarden Team
Verified
Product is good but notifications and status of orders needs attention. We ordered 3 items , then a single , then another 3
One item from the first order arrived. We have as of today no idea of the status of the others.
Reply from newgardenstore.co.uk
Hello Caroline,
Thank you for your feedback. We’re glad to hear that you are happy with the product, although we’re sorry that the order notifications and status updates were not clear enough. We’ll take your comments into account to keep improving the customer experience.
Kind regards,
The Newgarden Team
Verified
Goods arrived well packaged and great quality
Verified
Fabulous light and great customer service.
Verified
Beautiful product ans excellent quality.
Verified
Very pleased everything was perfect
Verified
This is the fourth plant pot I’ve had. They are delivered quickly and lovely pots
Reply from newgardenstore.co.uk
Hello Valerie,
Thank you very much for your review and for trusting Newgarden again. We’re so happy to hear this is already your fourth planter.
Kind regards,
The Newgarden Team
Verified
Verified
Delivery arrived super fast and everything was as expected
Reply from newgardenstore.co.uk
Hello Michelle,
Thank you for your lovely feedback. We’re glad the delivery was super fast and that everything met your expectations.
Kind regards,
The Newgarden Team
Verified
Everything arrived before due date and in good condition.
Reply from newgardenstore.co.uk
Hello Lorraine,
Thank you very much for your review. We’re happy to hear that everything arrived before the expected date and in good condition.
Kind regards,
The Newgarden Team
Verified
I placed an order with a stated delivery time of 3–5 days, and it still hasn’t arrived.
What makes the situation worse is the complete lack of communication. I have received no meaningful update, no confirmed delivery date and no clear explanation as to what is causing the delay.
Delays can happen, but good customer service is about keeping the customer informed and taking responsibility when something goes wrong. Unfortunately, the service and level of attention I have received has been extremely poor.
At this stage, I still have no idea when my order will actually be delivered. Very disappointing experience and certainly not the level of service I expected.
Reply from newgardenstore.co.uk
Hello Prashant,
We’re very sorry for the delay with your order and for the lack of clear communication.
We understand how frustrating it is not to have a confirmed delivery update. Your case has already been answered through tickets #46883 and #47143. Please check your inbox and spam/junk folder, and reply directly to the same ticket if you need any further information so our support team can continue assisting you.
We apologise again for the inconvenience caused.
Kind regards,
The Newgarden Team
Verified
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Newgarden is a Spanish manufacturer of decorative outdoor lighting products and garden accessories, such as planters and furniture, with a strong focus on design, innovation, and quality. The brand st...
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