Crabtreeandcrabtree Reviews

I have been a royal customer of Crabtree & Evelyn for more than 20 years, but since company logo change (did the owner change too?) their customer service went out the door literally. I've had 2 issues with the 2 previous orders. I usually order 9-10 bottles of shower gel and last time I received an opened empty box. Yes, a box that was opened and nothing in it. It took almost a month to get the products. And this time there were 3 bottles opened. I've emailed their customer service with a picture and I received an automated email reply stating a rep will contact me in 24-48 hours and it has been a month and no response. I will not be ordering from them again.

It's been over a month since I ordered, sadly nothing arrived, tracking unavailable. Customer service isn't getting back to me, I've been trying for weeks to get some kind of reply back with no luck.
Now I'm trying to at least somehow get my money back.

Bought a ceramic incense holder as gift for it arrived smashed. They replaced it 3 weeks later and it arrived again in the same inappropriate packaging to which it had smashed again.

They haven't read my email and assumed it is resolved as they already replaced it. Been waiting for a response from Customer Service for a full refund since December :(

I have a faulty hand cream product and I am really struggling to get any help. I mailed their customer care, using their website, but had no response. Tried calling and call just drops. Had my sister post on Facebook but still no response. Finally, by looking at Trust Pilot, I found an email address. Sent an email Monday and got a reference. Email says usual response time is 24 hours but I still have not had a reply. Really disappointing service.

Customer Care contacted me about 20mins after this post, however I’ve been advised that as the product wasn’t ordered on line/I don’t have an order ref… IT WAS A GIFT… that they cannot do anything. The item is faulty and not fit for purpose, what about my rights?

I seem to have had the exact experience as detailed by a reviewer below. I purchased an item and immediately asked to cancel the order as I realised that the item wouldn’t arrive in time. I had no response for several days. I then chased and requested to return the item (which to be clear under English law I am fully entitled to, not just an exchange). I had a response from Nora who offered me an exchange. As per the reviewer below, as soon as I asked for a refund Nora started ignoring me. It’s been over a week and no response from the Company. I will be escalating this to trading standards if I do not get a response soon. Do NOT use this company.

The hand cream I got for my Mum had a defective cap, which meant it was impossible to open, without breaking it. I contacted customer services and they offered me advice on how best to open the tube, but when I reiterated that it was defective, Nora the rep sent my Mum a replacement along with a really decent selection of samples by way of compensation. I had expected some hoops to jump through, but my customer experience here was truly exemplary. What a great experience and a great marketing opportunity taken by C&E. Happy customers all round. Thank you!!!

I ordered some hand cream for a friends birthday present and unfortunately the parcel was delivered to the wrong address. I emailed Crabtree and Evelyn as I was unable to locate the parcel from the photograph sent to me by the couriers and within a very short time I received a very helpful reply from Marina in customer care who arranged for a replacement to be sent urgently to me.
I was very happy with the service I got from customer care and would happily order more products from this company.

This was my first time ordering from Crabtree and Evelyn. My order arrived promptly and very well packaged. There was a small hiccup in that I received hand wash rather than the hand cream that I had ordered. However, I contacted customer services and the problem was very quickly resolved by Marina. I'm very pleased with the products and am fully confident in purchasing again.

I received two packages from Crabtree & Evelyn yesterday. The candle is amazing and the smell fills the whole room. I also received the Rock diffuser. Sadly the oil was missing, however after contacting customer service a lovely lady called Marina got back to me within the hour to resolve the issue. The diffuser is extremely stylish and I cannot wait to use it.

An error on the website meant that a discounted set was showing as full price when added to the basket. I emailed customer service and received a response from Marina almost immediately and the issue was resolved within the hour. Very speedy and helpful - great to have such a positive customer service experience.

My niece bought me a birthday present from Crabtree and Evelyn and had it delivered direct to me. I was very disappointed on opening it to find the wrong product had been enclosed. I didn’t want to tell my niece so I emailed customer services to ask if I could send it back for an exchange even though I had not placed the original order. I got a really kind reply to say that not only would they send me the product I had wanted but that I could keep the other and there would be no charges. Couldn’t have asked for more!

I recently placed an order which arrived really quickly. Unfortunately there was a mix up with one of the items in the order but I contacted customer services who were excellent. They sorted everything out and arranged for a replacement while letting me keep the unexpected item. I’m very grateful for their help.

I'm very disappointed with Crabtree&Evelyn. I placed a order in Jan 10th and 2 day later I received an email from C&E that the order has been dispatched. However I couldn't track the order and another 4 days later its status showed has been delivered which i haven't receive anything...... I wrote to customer care 2 days ago so far no reply at all. very annoying and disappointing!!!! one of my worst online shopping experience ever!!!!!!!

They are lucky to get 1 Star. Ordered for Christmas and my account was debited on 9 December for £81.35. Despite chasing, sending emails etc I have still not received the goods! And I am being bombarded by C&E for their sale goods by email! Hopeless. When might I expect my goods?? Sir Richard 160121

I placed an order from Germany a while ago. The package got lost, which might be normal around a Corona-Christmas. When I contacted CaE about it they refunded the amount right away. When the package later miraculously appears at my doorstep, I wanted to pay for it again, but they gave it to me for free for being so honest. Thanks a lot. A great way to treat customers I a situation like this.