Neal's Yard Remedies Reviews

Ordered on July 2 nd. Still waiting for my order to be processed 11 days later despite 2 emails to customer services and a phone call promising to sort out and dispatch 2 days ago!
So unheard of from this company!
I shall phone again today… I just want my order

I recently ordered some items from Neal's Yard's website which arrived within a few days.
Unfortunately, the pump on the hand-wash was broken so I contacted Customer Services via "chat". I was expecting to receive a replacement pump; however, I was delighted to receive another entire hand-wash! Excellent service and the products are divine.

Purchased a gift set which offered a free gift but there was no option to select a free gift. I messaged to ask for this to be included in my order and received a message back saying sorry as you didn't add to cart then you can't have it. Not very helpful and I won't be shopping with Neal's Yard again

Fantastic products, dispatched and delivered quickly. Good value for money especially if you have a blue light card as they offer a great discount!

Atrocious Customer Service

I had bought my daughter a diffuser, couldn’t locate the receipt but as it was the second faulty one we’d had, thought I would still try.
Took it into branch, they came up with some silly comments after sniffing it that we had maybe used the wrong oil. Had to stand in the shop whilst the assistant persisted with sniffing it and almost accusing me. Rather ridiculous.
I have a number of diffusers from Neal’s Yard in a different style and have bought a few for presents, always use good oils and these have lasted for years. Seeing as this one had cost me £57 and had very little use I wanted to at least try and find out why it wasn’t working.
Branch told me to contact manufacturer which I did. After several phone calls manufacturer told me it wasn’t their problem and to contact Neal’s Yard. Batted back and forth whilst they both passed the buck.
I then decided to return the product to Neal’s Yard by post. None of the staff I phoned seem familiar with their head office contact. Had to dig around to get the details, more calls.
After receiving the product back, they emailed saying there was nothing they could do. I said I thought that they should return it to the manufacturer to find out what is going wrong with these bamboo style diffusers. After numerous emails and calls back and forth spanning a few weeks and very poor response they returned the unit today at my request. It hasn’t even been looked at.
Surely if a customer goes to the trouble as to return an item, send many emails, go to the shop, contact the manufacturer etc etc, wouldn’t you think they would at least look at the product to try and determine the fault. Still all wrapped as I’d sent it.
Furthermore what has happened to creating products that last and are environmentally sound?
Also asked repeatedly for contact details for management. Fobbed off every time by Customer Service. Can’t give me a name, can’t give me the Dept, can’t give me an email for anyone more superior. Previously told I might hear back, I might not.
Eventually offered a £10 voucher to cover postage etc. I refused it, would rather have some decent customer service.
Shame, would have expected far better from a company like Neal’s Yard.
Regardless of policies, there are times when management should look at individual cases.
It is not even the fact that they wouldn’t replace it but rather the very poor customer service, that is far worse.

Tried to pay with cash in store was refused. It’s a shame so called ethical companies are refusing to listen to their customers and give them a choice in how they pay.

I went to the Neal's Yard store in Victoria Train Station. Was greeted immediately by a bubbly and enthusiastic lady whose name I later learned was Deborah - great service, she convinced me that there were some products which I couldn't walk away without, and she offered wonderful knowledge of the product benefits and enthusiasm for the brand! Thanks so much Debbie.

Purchased a gift card online as a present. Then found out you cannot use in store or for therapies.

Only use on line and if you don’t spend all the voucher in one go, they void any amount remaining.

Unfortunately they only told wife AFTER she had finished her massage session.

Quick delivery. I bought the mother and baby natural organic collection as a baby shower gift for my niece. Gorgeous products and beautifully packaged. I’m happy and I’m sure she will love it! I got blue light discount and free beauty sleep foaming bath 100 ml. I’ll keep that as a little treat for myself.

Just appalling online customer service.

It has taken over a month just to get a replacement product for an item that arrived damaged. I had to chase several times for this. And despite Neals Yard confirming they will refund the postage for the return, their tactic is clear in that they have no real intention to. 5 weeks and I am still chasing for this and it's a different advisor responding to each email and they have no intention of resolving anything. My 'apparent' compliant case has been escalated now and now told it will take 10-14 days to issue a £4.20 refund to a PayPal account. Are you walking that refund to me personally?! Come on Neals Yard, do better!!

How about don't make customer send damaged goods at their troubles when it is clear the product is unusable and do some minimal customer service to replace and refund as you make claim to in a timely manner.

You have lost this customer.

I ordered a facial scrub I have used before. Lovely natural scrub which is light and refreshing. It arrived quickly and very well packed. Plenty of email contact re delivery. Will shop with Meals Yard again. Many thanks

Customer service is appallingly unhelpful. Having been a Neals Yard Consultant I would've expected better! I wanted to support local business, but I'm done with Neals Yard now. Recently ordered some products and the smell of them was horrid (I know everyone is different) but for what is considered to be a quality product it was more than disappointing. Quality it not what is used to be.

Update 2 disputed me even mentioning products and then said id bought prodicts via a rep (i didnt I said i thought id bought them through a rep or pre me setting up account and neals yard found it was before setting up the account) to busy for this please kist refind my money thanks wont be using again!

I had used Neil's yard frankincense cream few years ago and it was amazing, I was desperate to try again but as its quite expensive I only just purchased it again I'm really disappointed, there's no smell to at all, £25 for small pot, I was going to get the whole range for my birthday present from my daughters but I won't bother. Very disappointed and upset.

I love shopping here and have a great experience every time