Review summary
Customers are generally pleased with the quality and appearance of the products, with many expressing satisfaction upon receipt. A few customers also noted positive interactions with customer service. However, there are recurring complaints about delivery issues, including delays, missing orders, and inconsistent arrival times. Many customers are frustrated with unresponsive or unhelpful customer service, as well as the lack of timely updates and unclear order statuses. Difficulties with returning items, such as poor instructions, lack of response, and high return costs, have also been frequently mentioned. Additionally, some customers report that product descriptions on the website are misleading or insufficient, resulting in unmet expectations.
This text was automatically created by an AI system from user reviews.
Was this summary helpful?
Authentic reviews from real people.
How Trusted Shops prevents fake reviewsReviewsnewgardenstore.co.uk
(23)
(2)
(5)
(4)
(52)
Verified
Reply from newgardenstore.co.uk
Hello,
Thank you very much for your positive review. We truly appreciate your trust in Newgarden.
Kind regards,
The Newgarden Team
Verified
Although the actual products are fab I emailed the company 3 times regarding an issue whereby there was not a bulb in one of my items. After explaining this was an urgent matter as I was hosting an event I have not received any form of response which is a real bug bear of mine.
I do think the company should consider some form of outer packaging as anyone can simply open the tab & remove item(s)
Has very much put me off ordering from them again which is a real shame
Reply from newgardenstore.co.uk
Hello Lisa,
We are very sorry that one of the items arrived without the bulb and that you did not receive a response sooner. We understand how frustrating this must have been, especially after contacting us several times.
Your case has been handled through ticket #40223, and we confirm that the issue has now been resolved.
We also take note of your comments regarding the outer packaging and will share them with our team to help improve the protection and security of our shipments.
We apologize again for the inconvenience and appreciate your feedback.
Kind regards,
The Newgarden Team
Verified
I would highly recommend NOT ordering from this company. my order never turned up and the process of contacting them was slow and difficult.still waiting for my order over a month later
Reply from newgardenstore.co.uk
Hello Adam,
We are very sorry for the delay and for the inconvenience caused.
We have requested the necessary information to review your case properly, and our team will follow up with you through ticket #44563 as soon as possible.
We apologise for the waiting time and appreciate your patience while we look into this.
Kind regards,
The Newgarden Team
Verified
Great pots . Very happy with service .
Reply from newgardenstore.co.uk
Hello Monika,
Thank you very much for your review! We’re glad to hear that you are happy with the pots and with our service.
Kind regards,
The Newgarden Team
Verified
Good overall experience, would recommend. Good communication, arrived on time. 10 out of 10
Reply from newgardenstore.co.uk
Hello,
Thank you very much for your review. We’re delighted to hear that you had a good overall experience, that the communication was smooth, and that your order arrived on time.
We really appreciate your recommendation.
Kind regards,
The Newgarden Team
Verified
Delivery when expected great quality pots , look great with my olive trees in !
Reply from newgardenstore.co.uk
Hello Janine,
Thank you for your lovely feedback! We’re delighted to hear that the delivery met your expectations and that you are happy with the quality of the pots.
Best regards,
The Newgarden Team
Verified
Over a month has passed no sign of my pot and no compensation. Your customer service is absolutely useless and unresponsive
Reply from newgardenstore.co.uk
Hello Ambrogio,
We are very sorry for the delay and for the lack of response. This is not the experience we want to offer, especially for an order of this value.
We will review your case and give you an update as soon as possible.
Kind regards,
The Newgarden Team
Verified
I love the pots you have but still have not received my order and it’s now been four weeks. I am unable to get hold of anyone apart from on WhatsApp chat. Not been contacted and unsure what is happening with my order. Thanks
Reply from newgardenstore.co.uk
Hello Lucy,
Your order has been returned by the courier. We contacted you via ticket 42089 to offer a solution, but we have not yet received a reply.
Kind regards,
Newgarden Support Team
Verified
Poor product and absolutely zero customer service, avoid at all costs. Currently trying to get a refund
Reply from newgardenstore.co.uk
Hello Clare,
We are very sorry for the inconvenience caused and for the delay in replying.
Your case has been handled through ticket #42630, where we informed you that the full amount of your order has been refunded to your original payment method.
We sincerely apologise again for the experience and for the waiting time.
Kind regards,
The Newgarden Team
Verified
Rubbish service
Rubbish, I have tried to return an item and let being sent these request for feedback. Please solve my issue and issue a return label so I can return this item that is broken
Reply from newgardenstore.co.uk
Hello Saima,
We are very sorry for the delay in responding to your request and for the frustration this has caused. We understand that you are trying to return a broken item and that receiving feedback requests before your issue was resolved has been disappointing.
We are currently in our high season and, as a small team, response times may unfortunately be longer than usual. Even so, we understand that this is not the experience you should expect from us, and we sincerely apologise for the wait.
We have already replied to you regarding this case through ticket #41650. Please check your inbox and also your spam or junk folder in case our message has been redirected there.
Thank you for your patience, and once again, we apologise for the inconvenience.
Kind regards,
The Newgarden Team
Verified
Lovely design and easy to use
I bought a rechargeable lamp from Newgarden after seeing it on Instagram, and it’s even nicer in person. The light is soft but bright enough for dinners outside. I really like that it doesn’t need cables — just charge it and place it anywhere. Simple, stylish, and great quality!
Reply from newgardenstore.co.uk
Thank you very much for your opinion!
Verified
Cherry - super versatile
The Cherry lamp is super versatile and easy to use! Since it’s wireless, I was able to move houses and even paint my bathroom without any electricity. The battery lasts for hours, and it gives off a lovely warm light. I love how practical and stylish it is — highly recommended!
Reply from newgardenstore.co.uk
Thank you very much for your opinion!
Verified
Love how cozy my balcony feels now
I found Newgarden by chance while looking for outdoor lighting, and I’m so glad I ordered from them. The lamp arrived in perfect condition, and the quality is way better than I expected. It gives off a warm glow that makes my balcony feel super cozy at night. Totally worth it.
Reply from newgardenstore.co.uk
Thank you very much for your review!
Verified
Reply from newgardenstore.co.uk
Hello Lucy,
Thank you very much for your review. We’re glad to know your experience with Newgarden was positive.
Kind regards,
The Newgarden Team
Verified
Shocking delivery,
Poor / no communication to resolve issues.
Reply from newgardenstore.co.uk
Hello Nills,
Firstly, we would like to apologise for the delay in our response; we are a small team and any unforeseen circumstances, particularly during the peak season, can cause delays. The first parcel was delivered on 19 June. The other parcel was held up at customs but was finally delivered on 28 June.
Please do not hesitate to contact us if you have any further queries.
Kind regards,
Newgarden Support Team
Verified
Reply from newgardenstore.co.uk
Hello Suzanne,
Thank you very much for your 5-star rating. We’re happy to know that your experience with Newgarden was positive.
Kind regards,
The Newgarden Team
Verified
Really fast delivery and great customer service to keep me updated. Lovely item great quality
Reply from newgardenstore.co.uk
Hello Diane,
Thank you very much for your rating! We’re happy to know that your experience with Newgarden has been positive.
Kind regards,
The Newgarden Team
Verified
Poor customer service. Wanting to return item but no response after 14 days so now outside of return window. Will not use again
Reply from newgardenstore.co.uk
Hello James,
We are very sorry for the delay in responding to your return request and for the frustration caused.
Please be assured that the return period will not be affected by our response time. Your case is currently being handled through ticket #40794, and our team is working to resolve it as soon as possible.
We apologize again for the inconvenience and the delay in communication.
Kind regards,
The Newgarden Team
Verified
Reply from newgardenstore.co.uk
Hello Abby,
Thank you for your review. We are sorry to see that your experience was not fully satisfactory.
As no additional comment was included, we cannot know exactly what happened, but your feedback is important to us and helps us continue improving.
Kind regards,
The Newgarden Team
Verified
i informed them that i was not happy with the products sent and would like to return them. They told me that I had to return them myself thereby incurring over £100 carrier fees. I asked whether it was possible to re-order another item and when that was delivered, they could collect the unwanted items. No response received.
Reply from newgardenstore.co.uk
Hello,
We’re sorry to hear that your experience was not as expected.
Our Terms and Conditions are clearly stated on our website. In the case of a return due to change of mind, you may arrange the return of the product to our UK warehouse using a courier of your choice.
We apologise for any inconvenience caused.
Kind regards,
The Newgarden Team