The Orchard Reviews 

Fabulous customer service we bought a Webber barbaque in 2021 and got the wrong cover only went to use cover in 2024 to find wrong we went to orchard with the original receipt not totally expecting it to be changed with the 3 year gap but were met with total positivity from first young guy who brought us over to Ciara who sorted it out in 3 mins 10 out of 10 here

Ordered a Gazabo for my Son online and paid upfront 30th March, he got an email on the 9th April saying they don’t stock these anymore albeit said In stock on their website, they claimed the would refund €1360 on the 9th April and still no refund as of the 19th April , called to this centre yesterday only to be told the Guy doing the refund wasn’t in today , may have to go the legal route to get my money back but I will get it back UPDATE Got a call from Accounts and refund is pending, will update when received UPDATE, Got full refund so all good

Tried to place an order for furniture worth more than €3,500 on Dec 28th but there were only junior or temporary sales assistants on duty and they could not answer my query regarding delivery and deposit (they want 100% payment upfront with no confirmation of delivery time). They took the details of the order and said they would get the manager to call on Jan 2nd or Jan 3rd. The Manager did not call. I went back in to the store on Wed 11th and again, the Manager was not there and I was told that she would call me. No call was received (although she claimed she did call but did not leave a message). Visited the store for the third time today and was told that the Manager was in a meeting and we could wait if we wanted. The Manager appeared after 15 minutes and essentially advised us that the delivery time was between 6 and 8 weeks last week, was then between 8 and 10 weeks and, as of this morning, it has gone to between 10 and 12 weeks. So essentially just give us your money and we will deliver at some time in the future and if there is a delay we will be sure to let you know. She said if this is not acceptable then we shouldn't place the order - So we didn't. Clearly The Orchard is making enough money without having to worry about delivering a reasonable level of service.

Really nice stuff, on the pricey side but well worth a visit

I bought an urn water feature in April/May 2022 for 385 euros and had it wired up in my newly landscaped garden. In November that year, the resin started peeling off. I reported this to the store and while the customer services lady was very pleasant, there was no real followup. I was told repeatedly it was with the supplier and that was the delay. I got the odd phone call to say it was still in their sights but nothing happened. I called myself a number of times to see what was happening and in February 23, I was told they would 'allow' me to keep it and give me a refund for half or return it! Returning it would have left a hole in my garden and made all the electrical work I paid for defunct. The sales manager wouldn't speak to me. I did ask for this on several occasions. I was told that was the offer on the table. I was livid particularly as this had gone on for four months! So I said I wanted 250 and they agreed to the figure but the store got a credit for the whole 385. I don't think I would buy anything here again that was in any way expensive as the customer service just isn't there. Never mind the manager who will not interact with her customers but gets her staff to do it.

Nice range of stock but ridiculously expensive delivery even for local area. A sneaky way of dealing with the customer. They offer a discount and take it back in the form of deliver charges. Pathetic.

Bought a Christmas tree online with the offer on website of free delivery. Received an email a day later claiming order was dispatched. No sign of the tree after a week. When I checked my account on the website it showed the tree was awaiting collection. Sent a message through their website but after 2 days no reply. Finally I phoned to find out what was happening & was told that the tree was awaiting customer collection. I informed the lady on customer service that the tree had free delivery but she told me that delivery was an extra €9.99. Delivery charge did not appear on their webshop when I purchased the tree & even today the website claims free delivery on Christmas trees. I then called to pick up the tree & had to wait more than 20 minutes for them to get my order. As I was in the market for a garden dining set I visited their garden furniture display but was shocked at the prices compared to other shops I had visited. Definitely will not be purchasing here again. Poor experience & overpriced on so many items.

A new Manager & customer service training required!
We are long term customers of the Orchard, we have spent thousands on Garden Furniture & Weber products.
Ordered the new Anniversary Weber for my husband as a Christmas SURPRISE I called the Orchard and explained the importance of it being boxed or anything Weber related was covered. They assured me this was no problem & to note it on the online order, which I did in capitals. The delivery arrived, my husband opened the door & it was the original Weber box with a photo of what was inside on the side of the box.
I emailed the Orchard 3 times expressing my disappointment with this, the surprise was ruined & my husband was demanding its return as it was too expensive to be gifting. The orchard customer service have refused to engage, refused to pick up & return and no apology whatsoever.
An absolutely poor experience made worse by the shocking lack of service.
We won’t be spending our hard earned cash there again!

I bought an external door wreath from them. Fell apart after 1 day outside. Contacting customer service wanted me to pay for return after I’d payed for delivery. I’m waiting 3 weeks for collection and refund. Very bad customer service

I have purchased plants / summer flowers from the orchard and have found the selection available to be pretty good and the plants to be of decent quality.
The selection of home furnishings available is pretty good - definitely on the pricey side but nice brands such as Neptune. However, I have experienced poor customer service of late ..
A few months back I dropped in store with the intention of buying some kitchen items from Neptune. As covid restrictions were in place at the time, I requested help from a pleasant staff member who had recently started working there..as she was new, she asked a colleague to help her assist. This more senior staff member was rude and advised me to make an appointment (the items I wanted to buy were on display on a shelf behind them ). Overheard a colleague say there was additional stock in stock room to the person assisting , should I wish to purchase- yet when I asked if there were additional stock to that on display, was told no. I left the shop and ordered online.
My second experience of dreadful service was when I visited the store after having made an appointment with Neptune to look at a console table. I was told to check in with Neptune SA at specific time- when I arrived the sales assistant was sitting having a chat with a colleague and ignored me for ten minutes while I was waiting for help. Eventually asked her for help. The SA was rude and told me I had to make an appointment ( I had) and she proceeded to call a young woman out of the garden centre and offered no apology for ignoring me..again, I decided not to spend my money with them due to dreadful customer service and ordered the console directly from Neptune.
Yesterday my sister and I visited and wanted to buy a lamp. Was told we couldn't buy and needed to order with a delivery date in November. We then proceeded to till with two sets of outdoor LED lights which were clearly labelled as being reduced from 35 to 25. After two sales assistants had scanned items and advised they were scanning in at the higher price, were told to deal with a supervisor. The supervisor was incredibly rude- despite the product being marked as 25 euro she insisted that this was based on a previous offer and we would have to pay the higher price on both sets of lights. We pointed out the misleading advertisement / incorrect price tags and rather than price adjust, she refused to apologise and admit that the shop were in the wrong. We left feeling disgruntled and ended up shopping elsewhere. Will never spend my money in this shop again.

Will never purchase an item from them again ,I spent 1400 euro on a weber genesis bbq,was told the wait will be 2 weeks,then I was told i had to wait 2 more months wait until the 9th of June,still no bbq ,so called again ,after numerous attempts to get someone on the phone I was told I have to wait till the 9th of August,offered me a refund of my money,complete waste of my time,and there supposed to be the biggest weber dealers in Ireland, very disappointed

Terrible terrible place. Steer well clear of this fraud company. Over two months ago I ordered a barbecue. Finally arrived yesterday - a cheaper and smaller one than I had ordered and paid for.
Eventually got through to a very rude person on the phone who said they would call me back. No apology.
Stay well away from this company.

The products sold are excellent but the service is very poor - my husband and I bough new furniture 6 weeks ago and we have left numerous messages, emails, voice messages and still no delivery date. The payment was taken up front >2k and we are left helpless. We now think our only option is to drive to Cellbridge to get an update. Its despicable and very frustrating.

Purchased an item on theorchard.ie on 31st October 2020. They delivered the wrong item which was also cheaper than what I ordered and paid for.

I contacted Customer Services at the orchard via their webchat on 3rd November - they responded to say that they would deliver the correct item to me and collect the wrong item they had delivered.

11th November, the situation still wasn't resolved so i contacted customer services on webchat again. They responded to say that they had requested delivery of the correct item with the courier.

26th November, still no sign of being delivered the correct item. I contacted the orchard customer services on webchat and they responded to say that they were going to send my query on to their "web team". At this stage I sent an official email of complaint to their customer services email address and generic email address.

They did not respond by email. But, telephoned me on 3rd December to say that the reason why I was delivered the wrong item was because the item I ordered was not in stock even though it appeared online to be in stock. They said that customer services had offered to deliver the correct item to me and collect the incorrect item because they believed that the item I ordered was in stock when it was not.
They said that they would telephone me on7th December to let me know whether they had the item I ordered and would send it out or, if they did not have the item they would refund me.

Their courier called to my house on 4th December to collect the wrong item I was delivered on 3rd November.

But the Orchard never telephoned me on 7th December as they said they would. I sent a second official complaint email on 7th December asking for an email response detailing why I had not been refunded or sent the correct item as yet when I notified them of the error on 3rd November.

I received a generic reply from an customer services agent saying apologies for the inconvenience, we will arrange a refund.

Awful. Shop elsewhere. If you see this review do more research and find another retailer.

Theorchard does not answer the phone, emails, calls to mobile numbers on their site or instant chat messages.

Can I just start by saying that leaving bad reviews is not my style as I know that businesses are particularly under pressure given CoVid 19. I work in retail and I know the pressure stores are under but this is not acceptable. I bought an expensive Weber BBQ a few months ago and a week later I ordered a cover which never arrived. I have placed at least 20 calls, both my partner and I have emailed, I have direct messaged on Instagram and Twitter ( which they are still posting on) They have disabled their voicemail, a lady did answer and said they would be back with an update but that is now 3 days ago. I am not sure where to go at this stage but what I will say is there is no excuse for this type of service.

I went to the orchard near celbridge today. I chose Xmas lights and decorations marked as 50% off. There were many items with no pricing and floor staff were swamped so I wasn't confident that I'd be charged the advertised sales prices. And I was right, I picked up some lights from a large display with a big sign saying 50% off, these were charged at full price at POS.
Two garlands were charged at 20% off rather than 50% off.
The sales assistant was nice, apologised and called what I presume was a manager. This middle aged woman with brown hair cut above shoulders, was trying to deal with 3 different people at the same time, none of us were causing a fuss but she managed to confuse things nevertheless.
She took our receipt, upon which I had marked the problem items, from the sales assistant, walked off to another desk, talked to another customer, left our receipt on the desk and then walked back to yet another customer.
When we had her attention, she didn't seem to know what she was doing, having to ask the salesgirl to move "the screen up" on the till, the girl, put her finger on the screen and dragged upwards...this did not instill confidence.
She then pressed about 20 times on the screen, said one of the items was fixed...and repeated this 3-4 times, for a two item incorrect sale price? Voiding the previous sale or doing the 50% off on everything would have been much quicker.
She blamed sales and marketing....it's not exactly Tesco's? And paying the premium that is added for the "nicer" decorations, you would hope the service is also premium, or at least efficient. There was no attempt to make up for the mistake by using managerial initiative in perhaps just doing a 50% off on entire bill (there was one item was 20% off and one that was 25% off - neither were big items, so not an unreasonable prospect) or giving a low cost item free.
I went and got the sign from the Xmas lights display myself and took a photo of the sign above the other incorrectly charged item. I did this as the salesgirl was getting no response from asking for someone from the floor to help with price checks over her headset.
The manager didn't pay any attention to the sign apart from glancing at it in order to fix my receipt. When I was leaving later, after eating in the restaurant, the sign was still where I left it. So the display no longer had the sign on it and subsequent customers would be unaware they should be getting 50% off the marked price.
Now, the manager also blamed the incorrect pricing on different promotions overwriting each other. Indeed there were 3 different promotions listed at the end of the receipt, the promotion names did not include any indication of the discount amount and further complicated customer receipt checks. instead of something like "half price Xmas sale", the listed promotions were: "Jan Sale 2020","The Big Sale 2019" and "20 off fashion", only the last one is named to provide transparency.

After we had received the refund, we went to the restaurant. It took 20 mins to get a tea and bun. There were 4 ppl at the tea/coffee station when I arrived, with no one serving them.
There is obviously a shortage of staff in both the restaurant and the home&garden sections. Having a cup of tea requires the customer to go to various parts of the restaurant to get milk, sugar, teaspoons and napkins. I expect to have to do that in Mc donalds....if these items were at least together or milk jugs were filled and ready..that would be some improvement.

Overall, the orchard gives the impression that they are in financial trouble and/or have contempt for the intelligence of their customers.

I won't be going back