Ashridge Nurseries Arvostelua 296

The customer service is excellent. Having made a delivery mistake of my own making it was quickly picked up and rectified within hours, couldn't ask for better assistance when it was needed.

I placed an order in late January, and spoke to a member of staff to ask about delaying delivery - they explained this was perfectly possible and I just needed to leave a note on the order, which I did, asking for delivery from 23 February.

Given the window for bareroot planting ends at the end of March, when I hadn't received any information on a delivery estimate by 2 March I emailed. The response (which I now realise is an AI chat bot) told me that delivery would be that week. Spoiler: it didn't turn up, and neither did an email to tell me when delivery would be.

After emailing to explain that I needed to know when the delivery would be so I could book time off for planting (it was a large order), the chat bot 'Rose' just kept repeating the same unhelpful information.

Repeated phone calls have all gone unanswered (there is no voicemail facility), so in the end I cancelled the order as I shall need to purchase elsewhere, and fast.

Within an hour of doing so I've had a reply from a real person to tell me the order would have been sent out this week, which feels convenient...

Ashridge’s website is always easy to navigate and order from. Their customer service and the support they offer to gardeners is superb.
I have used them for many years and always know I will receive quality plants from them.
Thank you, Ashridge.

UPDATE- One of my items wasn’t in stock despite taking my money and holding it for 3 months making me suspect they are buying end of season bare roots elsewhere and refunding any order they can’t provide which makes me very worried about the quality. I was also asked to change my review as the customer service person did get in touch essentially saying they’re understaffed and struggling and trying their hardest which is itself unprofessional and a bizarre response A this isn’t the NHS - I paid nearly £1000 for some trees. He did resolve the issue but 3 months later after many emails with an AI when they don’t make it clear or offer any option to speak to someone not an AI. AI has its place but as proven by the recent string of reviews this sort of corner cutting doesn’t work.
Will update once I receive my order next week.

How disappointing and what a bizarre way to run a business.
They use AI to reply to all emails (badly) - don’t ever answer their phones and from the reviews appear to only actually resolve issues when people leave a 1 star review.
Why not just avoid the destruction of your reputation and hire someone to actually keep on top of customer service.
Ordered £800 worth of trees in January without it being made clear they wouldn’t be dispatched.
I ordered them in January as I like bare roots to be able to settle all winter and not be planted and or March when they struggle if we have a dry spring.
Several promised and missed delivery dates - I suspect they sell trees all winter and then try and panic / bulk buy trees from elsewhere at cheap prices at the end of the bareroot season.
I’m sure I’ll now receive a response from an actual human as I’ve left a review - we live in hope but what a shame one is forced to do this just to speak to someone.

Order ASH-8091095.

My original review was scathing of the order I had placed and the lack of communication from there on, given remedial action I am editing my review upon a better service received.

Having spoken with a person and no AI today, my issues were rapidly corrected and apologies were given. The staff member Dan had explained due to the poor winter weather this year that the rootstock were in poor status hence the no stock after the order was placed.

The order was upgraded to one they had in stock, which I am grateful for, as this does mean I don't need to change my layout/plans for my mini orchard.

I do appreciate the rapid response to the issues and the service provided there after.

Order (ASH-8093769) placed a month and a half ago. Payment was taken within a few days, but no plants have been delivered.

The plants were advertised as “in stock” at the time of purchase, yet shortly afterwards they were no longer listed as in stock. Despite three emails, all responses appear to be automated, simply stating there is no ETA and no information on when delivery might happen.

It’s unclear why payment is taken immediately if there is no confirmed stock or delivery timeframe. Very disappointing experience and poor transparency.

Hope this will help resolve the issue fast so the feedback to turn from red to green.

I made my order on 18th Dec 2025. It was expected to be delivered by 09 January 2026. Now it's 16th Feb - and nothing was delivered. No emails were send to inform me about the delay. I have to chase the Ashridge Nurseries myself by email (it's only option to contact them now, they don't answer the phone now) - and received "Currently, the order is tagged with "No ETA" and is scheduled for delivery in the week of 23 February 2026. We sincerely apologize for the lack of earlier communication regarding this delay and understand how frustrating this must be. At this time, your order is still unfulfilled and awaiting dispatch. You will receive an email notification as soon as your order is dispatched". So, it's going to be 5 weeks of delay, with no proper communication about that ! Would you call it 5 star service?

ASH-8088770 debited my credit card for some Hawthorn in November, delivery notification pushed back to January 9th which came and went. Emailed, no response. Used the feedback form, chat bot (Rose) responded with acknowledgement that the order was unfulfilled and confirmed that no new date for delivery was on offer yet couldn't see a reason for a refund! Perhaps less money spent on advertising and a bit more on customer service?

In December 2025 I ordered plants. The order on website changed and plants were removed without me specifying this. It was not possible to speak to anyone on the phone (just a message to say to email them). All emails are answered by AI and not by a human and the information provided back is vague and untrustworthy.

What a fab company.
Really appreciate being able to talk to a human being on the phone.
And thank you for your quick responses to my queries.
Would happily recommend your company and will be ordering again

This is the first time I have ordered from Ashridge Nurseries though I have used several other well known online nurseries before. Personally, I found the service I received from Ashridge Nurseries exceptional and much better than other similar providers. I ordered the hedge plants, advised them that I needed them by a specific date as I was planting them at my elderly mother's address some distance away from where I lived. Within 24 hours of advising Ashridge of this, they acknowledged receipt and arranged a timely delivery. The dry root hedge plants were in brilliant condition when they arrived and have been planted. My order was only to the value of c£35 and despite this low value order, I received a brilliant service which well exceeded my high standards. Very Highly Recommended!!!!

Ashridge confirmed my order on 28th Sept 2025 advising "Payment is only taken from your card when your order is about to be packed". Ashridge emailed on 17th October to say "your card will be charged in the next few days". Ashridge emailed on 8th December advising a delay and that "Delivery is now estimated near the 19th December 2025." I sent chaser email on 30th Dec (no response) and phoned on 7th Jan (went through to answer phone) but got an email response advising "scheduled for delivery in the week of 12 January 2026". It's now 21st January and no delivery or updates.

I purchased some small chistmas trees online on the 9th December, the money was taken and auto generated order confirmation email was sent. I had no subsequent updates when the trees would deliver. As of today 5th January I have had no answer to any of my phone calls, no responses to the emails sent chasing delivery and no visibility of when / if the trees will ever be delivered or myself refunded

I ordered fruit trees and roses from Ashridge earlier this year. They do not take your money until they despatch your order which I very much appreciated. I also messed up my order and contacted their support team. I got a response that very day, they corrected my mistakes, made sure I didn't pay too much postage and sent a copy of my revised order to me.

My order arrived and I had a couple of missing items, once again I contacted them and once again I got a same day response. Mistakes are easily made, it is how they are put right that matters. My problem was rapidly fixed to my complete satisfaction.

The trees and roses are top-notch quality, really lovely plants, healthy and fresh with good roots and well branched. They have clearly been raised well and cared for.

I am impressed with the service I've received from Ashridge and the quality of their plants, I will most definitely be ordering more from them next year.

We ordered 5 silver birch trees just under 2 years ago. After a period of time it became evident that one of the trees was a slightly different variety and didn't match. I contacted Ashbridge and they replaced the 5th tree. Its now planted and I couldnt be happier with my 5 matching trees. Thank you

Told delivery delayed 6 weeks, day after they took full payment
After some emails have got most of order being delivered next week.
The "help and support line" advertised on website is a recorded message

Really healthy plants.
Delivered on time as advertised.
(not all plant/tree providers are as
Scrupulous!)

Thank you Ashridge.

I was really impressed by Ashridge Nursery. I bought a tree mail order from them in the spring which arrived in really good condition and was a beautiful shape. There were detailed instructions about planting and care , which I followed. Sadly it got fire blight (not the fault of the nursery ) but they immediately agreed to reimburse me ( by credit or refund ). Customer service is so important, especially when you are buying mail order. I would not hesitate buying from Ashridge again - their products are excellent and they really seem to care about their customers.

A first class service and a 5 star rating for the quality of the canes, which held plenty of roots. I eagerly look forward to the first sampling of the fruit itself. I would certainly recommend the nursery to any fellow gardener, and will have no hesitation to make further purchases, in the future