BigGreenSmile.com Reviews 4,625

Placed an order last week, received an email saying items would be dispatched in 2 working days with an email to notify me. 5 working days later I still have no dispatch email so I have contacted customer services and not had a reply. Very poor service, its now been 9 days since I placed my order and I have no idea what is going on and no contact from them. I've now ran out of some of the items I ordered and need to know when they will be arriving.

I run my own business, so completely understand that things can go wrong and orders can be delayed, but communication is essential if this happens so your customers are aware of the situation and what options are available to them. If this business is struggling they should not keep taking money from people if they can't fulfill orders. I will be requesting a chargeback from my bank if I haven't had any response to my email or this review by next week.

Wish I had done my research and come on trustpilot before ordering from them, lots of people having the same issue i wouldn't have bothered!

I rarely leave reviews, especially not bad ones, however I've been left with no choice because of the shocking customer service of BGS - or lack thereof!

I made my order on 3rd January, then was told that an item was out of stock and it would all be shipped together on the 22nd when it returns. Nothing has since arrived 3 weeks later and I have sent 3 emails asking for an update or a refund if appropriate, in the case they don't have the ability to process my order at all. I have had no reply whatsoever.

They need a very good excuse as to why they are unable to fulfill a simple order of cleaning items for 6 weeks and why they can't communicate properly with their customers around this. I understand they have had warehouse issues but it appears to have been going on for a long time, so it's not responsible or ethical to keep taking people's money if you can't fulfil their orders.

I have placed an order on 6th Jan and have not received on 12th Feb, not even an update on expected dispatch date.

After this review I immediately received their reply and apolopies which is appreciated.

However one of my items, which is the main reason for this order, now goes out of stock and they can't deliver. It is disappointing.

Order arrived promptly. Great value. I accidentally thought I was missing an item. Admittedly it did take a while for the company to respond, but when they did, they were very understanding and compassionate.

Still waiting for a response - ordered over two weeks ago nearly three weeks and was not told "to wait until I contact you" but they are not contacting me with details of how long my order will take. In this climate, I cant afford to be out of pocket for this amount. I have emailed a number of times as they have a message saying they are only dealing with customer service issues by email and you cant actually talk to someone. This is disgusting. Trading standards should be involved as they are scamming people out of large amounts of money.

Scam, not received order and absolutely no responses from the options of customer services, avoid at all costs. Ordered 18/01 it’s now 07/02, no contact whatsoever.

I have used this company for many years and I have never encountered a problem. Very efficient and professional. I was saddened to read recent reviews from customers giving poor reviews about this company for late deliveries over recent weeks. The company have had to move warehouses and warned customers of delays at the time of purchase. Yes I understand it is frustrating waiting for an order. But to call this company a scam is grossly unfair. I can't recommend this company enough and I hope others are not put off by so many negative reviews.

I placed an order over two months ago and still haven’t received anything. I have called and emailed several times asking for a refund, but I’ve had no response and no refund issued.
This is extremely disappointing customer service!

This company is having serious problems fulfilling orders. My recent order was placed on 29th December 2025 and it has not yet been dispatched! I contacted the company on 12th January asking for at least an approximate dispatch date, but they did not respond.
I ordered from them 15 times and I used to be very happy with them. My previous order was delayed and I thought they would have sorted their warehouse issus by now, but things have got worse still, to the point where they behave like the worst companies out there: not fulfilling orders and not responding to customer queries.

How do I get my money back?

So disappointed with this company. I will never order from them again. I placed an order on the 28th of Dec and still not received the order. This is unacceptable. Their customer service is horrific. No answer after trying to contact multiple times.

I have a similar experience to a recent reviewer. After using this company for a number for years I was happy with the choice and prices. Delivery times were often quite slow in the past but my most recent order was placed on the 30th of December and all that I have heard from them is an automated response. I have emailed twice and the customer service line is closed. I have now been waiting for over 3 weeks for an order that apparently was all in stock. I would recommend customers to be very wary of using BigGreenSmile.com at the moment, they clearly have some supply or delivery problems and the customer service team are unresponsive.

I initially had a terrible first experience with the company but they have now apologised, explained what happened and refunded, as a goodwill gesture. As such, I am now happy to recommend them.

The products are great - the issues were with the length of delivery and lack of response to emails. They are striving to improve both areas, now they are settled in their new warehouse.

Awful company. Product delivered a month late and broken. Request for a replacement took over two weeks to respond. Answer was that I should tape the product up with gaffer tape. Have requested full refund, fingers crossed they honour their own policy...

I placed an order on the 20th of December and I've no news. Tried to reach client service (ticket 18507) but no replies.
Be very careful and do not buy from this website !

I've used Big Green Smile a number of times now over recent years. Unlike others, I received great customer service when my items were delayed recently!

When I ordered in late November, the website said that items wouldn't be shipped till the end of December. Shame but I understood it was due to a warehouse move.

Then my delivery went missing and never turned up. I saw the reviews here of people saying they got no reply from customer service so I was nervous when I contacted them. My experience, however, couldn't have been more different! I was helped by Kay, who responded promptly to all my messages, chased the delivery with the delivery company, and shipped out a second order when they weren't able to confirm its whereabouts.

I was even sent a voucher code (with no expiry) as an apology for the shipment being delayed. I wanted to share my experience as it was really different to other recent reviews - possibly they've changed their protocols but I was very happy with how they handled the delay, and will continue to use them.

Big green upset and dissapointment i have made an order well before Christmas haven't received an order,so annoying,they are taking the right joke from people. They should solved that ASAP.

Big Green Frown

Tomorrow it will be 7 weeks since I placed my order and I see from the website that it has still not been dispatched.

The website informed of a possible 2 week delay due to a warehouse move, frustrating but understandable.

However, no further information apart from a standard reply to my email query on 29th December.

I have been a loyal and happy customer for 7 years but no longer I’m afraid.

No smile here either. I used to order from BigGreenSmile, never had any issues, the customer service was always great. Unfortunately, the warehouse move (who moves around Christmas time?) has meant that the order I placed on the 14th November is still not with me. I have emailed customer services twice in the last 2 weeks, no response. Very disappointed with the communication. If you had kept people informed more than just once to say you are running late with deliveries, I'd have been more forgiving. 3 weeks ago I got told my parcel was going to be dispatched 3 weeks ago.. well it never did. Why lie? I'm sorry for the customer service employees who have to face the fact that somebody at the top has messed up badly this whole warehouse move.

Order from here regularly but so disappointed. Placed an order 27th November, heard nothing despite calls and emails. It would be good if customer service would respond.

I have ordered from Big Green Smile on several occasions, often waiting for two weeks or more for delivery but always getting a prompt response when I have queried the delay. My recent order was placed 29th November, with an advisory two weeks delivery time. After three weeks I am still waiting and four contacts with 'customer services' have gone unanswered. I can see on my account that they plan to deliver on 29-30 December which is too late for me so I have now had to order elsewhere. I have advised them to cancel my order but don't have much faith that they will do anything about that either. Big green sad face - no smile here.