Horticulture SourceReviews of horticulturesource.com

Response from Horticulture SourceSep 9, 2026

We’re sorry you found the experience frustrating, but we do want to clarify that we are always just an email away. You can contact us directly at [email protected], which is also clearly listed on our Contact Us page. You can also simply reply to any email we send, including your order confirmation. A SKU number is not required to reach our customer service team through these channels. We’re always happy to help with questions about shipping costs, cancellations, or orders, and we’re disappointed that you did not reach out through one of these available channels. We would have been happy to assist.

Response from Horticulture SourceJul 29, 2026

Thank you for sharing your feedback. We are sorry to hear that your experience did not meet your expectations. Regarding the items you ordered, our system does note stock status at the time of checkout, and we strive to ensure that information is visible to customers before the order is finalized. While we understand the frustration of finding items are on backorder, we did offer alternatives—such as store credit, which waives the standard cancellation fee—to help provide a resolution. We regret that this did not align with your needs and that our communication fell short of your expectations. We value all feedback as it helps us improve, and we would welcome the opportunity to discuss this with you further if you have additional concerns. Thank you for giving us a chance.

Response from Horticulture SourceJul 6, 2026

Thank you for your feedback. After reviewing our records, we’re unable to verify the claims made in this review. Your order was placed in February and shipped to the shipping address provided at checkout. We also have no record of receiving any request from you to change the shipping address or any complaint regarding the order. If you ever need assistance with an order, we're always happy to help. Our customer support team is just an email away through our Contact Us page, and we respond to customer inquiries as quickly as possible. We strive to provide accurate information, prompt service, and support for every customer, and we're always willing to help resolve legitimate issues.

Response from Horticulture SourceJun 17, 2026

We would like to clarify a few points regarding your feedback: Order contents: We have reviewed our records for your order, and it contained only the ThinkGrow Smart Light Lifter (LLT-2). No other items, including a halide, were part of this purchase and there was no second order. Product Functionality: The ThinkGrow Smart Light Lifter (LLT-2) is a professional-grade, modular component designed to be used in conjunction with a remote (LRC-1) or a compatible controller system, such as the Hydro-X Pro. It does not include built-in Wi-Fi capabilities, and the product description on our website clearly reflects these specifications. We sincerely apologize for the frustration regarding your recent order. We aim to provide clear and accurate product information, and we are sorry to hear that this purchase did not meet your expectations.

Response from Horticulture SourceJun 9, 2026

Thanks for your feedback. We’d like to clarify the timeline and facts surrounding your order. Your order was placed on 5/27, shipped on 6/1, and the initial package was delivered on 6/4. After you contacted us stating that only 1 of the 10 link line packs was received, we responded to your messages and contacted the vendor the same day to investigate and arrange shipment of the missing items. Shipping mistakes can occasionally happen, and while frustrating, they do require a short amount of time for the vendor to verify and resolve. Since then, you requested a refund on a Sunday, and we are continuing to work through the issue with the vendor. We also want to note that your claim that we “stopped communicating” is inaccurate—we have exchanged multiple emails with you throughout this process. The vast majority of orders ship without issue, and when problems do arise, we do our best to resolve them as quickly as possible during normal business hours. We understand your frustration, but exaggerated claims like “worst purchasing experience of my life” do not reflect the actual timeline or our efforts to help.

Response from Horticulture SourceMay 1, 2026

We’re sorry to hear about the condition of the shipment, but we’d like to clarify the timeline. We responded the same day you contacted us, arranged a replacement immediately, and it shipped the next business day. Tracking was sent, and the replacement is out for delivery today. If you haven’t seen our updates, please check your spam or promotions folders, as our emails (including tracking) may have landed there. We acted quickly to resolve the issue and are confident the replacement will arrive in proper condition. If you need anything further, please don’t hesitate to reach out.

Response from Horticulture SourceApr 23, 2026

We’re sorry you felt frustrated, but your review leaves out key facts. The shipping shown at checkout was an estimate. After the order was placed, the carrier cost came back significantly higher because this item ships as a large palletized shipment, not as a small parcel. The product was over 65 lbs and roughly 34" x 34" x 34" before even accounting for the pallet and packaging. Shipping a palletized item across the country is not comparable to sending a small box by standard parcel service. When you chose not to proceed, we canceled the order at your request. We did not charge a restocking fee. A 5% cancellation fee was applied in accordance with the policy agreed to at checkout, which helps cover non-refundable payment processing costs incurred on canceled orders. We do not “lure” customers in with pricing or invent shipping charges. We provide products at competitive prices, and in rare cases oversized freight shipments cost more than the initial estimate. When that happens, customers are given the option to proceed or cancel.

Response from Horticulture SourceJan 15, 2026

We take claims like this seriously, so it’s important to clarify what actually occurred. Our records show that you placed the order, then emailed asking for it to be canceled while simultaneously filing a PayPal dispute claiming “item not received.” Once a PayPal dispute is opened, we are legally unable to cancel or refund the order directly—the funds are locked while PayPal conducts their investigation. Had you simply requested a cancellation without disputing the charge, we could have canceled and refunded the order immediately. The delay was caused entirely by the PayPal dispute process, not by any lack of response or refusal on our part. As soon as PayPal allowed the transaction to be resolved, the refund was issued. Any fees referenced were related to non-refundable payment processing costs, not a “convenience fee.” We’re always happy to help customers cancel or resolve issues quickly—but filing disputes before allowing us to assist only slows the process for everyone.