Rituals Reviews 

When entering your store in trafford centre Manchester.
We was greeted by a lovely lady Helen, I must say she was very accomadating and extremley passionate about her work.
Helen helped my wife go through certain products we was intrested in potentially buying.
She was extremely knowledgable about the products and explaining about ingrediants too, as myself has sensative skin.
From start to finish I could not fault her customer service it made our day, It was also my wifes birthday too We really enjoyed our visit to the store and we both love the brand too.
Thankyou so much Helen for being an amazing person.
A total credit to the brand and store.

I’ve been a loyal Rituals customer and top-tier rewards member since 2017, so this is not a review I ever expected to write.

I recently received a highly convincing phishing email impersonating Rituals, timed around my birthday reward and containing personal details, including my real birthdate. I nearly completed checkout before realising something was wrong. Shortly after, my bank card was targeted with multiple unauthorised international payment attempts and I began receiving persistent scam calls.

I contacted Rituals to ask what account protection options were available, including whether my email could be changed or whether my loyalty status could be transferred to a new account if closure was required. I was told neither was possible and that no alternative protective measures could be offered.

I was not asking for compensation - only to be able to continue using my account safely without losing rewards I’ve built up over many years. Unfortunately, the response was entirely policy-driven with no flexibility for a genuine fraud situation.

For a brand built around wellbeing and customer care, this was deeply disappointing, and I’ve decided to close my account as a result.

You have now lost a customer for life!

Absolutely shocking customer service, the WhatsApp service system is slow and deeply unprofessional. My initial email complaint was completely ignored and when followed up, the response was patronising and dismissed the run down of problems I had experienced. I made my original order in early Jan and as of today I still have no product, in their defense they did refund and offer a discount but that disappeared for some reason and I'm yet to recover that discount. Sadly my original spend was on a gift card so I'm locked into spending that money now but I guarantee that I will never spend money with Rituals again. It is beyond my understanding how such a simple process can be made so unpleasant.

Edit: As of today the order has been made with some discount, let's see how this one pans out.

I visited the Rituals store in Chester today and was served by Tracey — what an amazing experience.

She offered me a gorgeous tea and was incredibly helpful when I was looking for refills for my diffuser. She also explained the spend £45 offer (I ended up spending more 😄) and I treated myself to a beautiful new hand wash.

The service was friendly, thoughtful, and genuinely welcoming. Tracey is a real asset to the business. Thank you so much for such a lovely experience.

I recently bought (December )3 refill body creams and they do not fit the new glass containers that had been introduced in September 2025, so the refills I purchased were not fit for purpose , this is totally unacceptable. I complained asking for a refund or provision of 3 new containers. I was advised to return the refills and they offered 10 percent discount off my next purchase, I feel that the old refills should not have been in circulation in December if they introduced new packaging in September, and I am unhappy I have been inconvenienced

Visited the Rituals store at the Overgate in Dundee, and was greeted by the lovely Emma. This is the third visit by my husband (to buy my Christmas present, served by Sky, who guided him to something I loved) and the second visit by myself to buy body cream and a refill also my husband bought his favourite soap. Emma was so polite and friendly, she remembered me and thanked me for my last review. I love going to this store, Emma really made me feel special. A lovely store with wonderful Emma and Sky at the helm. Makes such a difference to your shopping experience. Thankyou 🤗

Amazing staff at castlepoint store, Suzanne in particular was so helpful,friendly, and knowledgeable. She really took the time to make great recommendations and made whole experience a pleasure. I only wish the online shopping experience was as good as the in store service

I was in rituals silverburn testing out the variety of scents and products and a lovely worker Ryan came and asked if I wanted any help we asked him what his personal favourite was and he no doubt told us and asked if we wanted to see how to properly do a hand massage with the rituals products so we said yes and Ryan was incredibly helpful walking through the steps slowly and simply answering any questions along the way

I have always had a wonderful customer experience and love their products. Eleanor at York Outlet really looked after me and I left a very happy customer and lots of lovely purchases. Thank you Eleanor.

Don’t buy their diffusers, they evaporate overnight. Filled in 5 diffusers, 75 mls each and overturn all gone. Very cheap quality. Shame because their imperial rose scent is amazing but not if lasts 1 day.

I just had a wonderful shopping experience in the store in Bristol. Kelsey was knowledgeable, genunie and really helpful. I left with a big smile on my face (and very smooth hands!) I will definatly be back.

Shop in Braehead. Staff are so helpful and guide you to the products that are best suited for your skin type. I was so impressed with the knowledge of the products and staff. Shopping online was a benefit and it saved me from carrying large purchases. I much prefer to shop in store.

My delivery was meant to be yesterday but the courier service claimed there was an issue with my address. They (Yodel) insisted this would be corrected. I contacted Yodel this morning and they said the parcel would definitely arrive and to "kindly wait". Now they're saying there's an issue with my address again. That's two days off work stuck in the house waiting for something not to arrive. I'm livid.

I've rearranged a date for delivery and manually entered my address. Just in case there's an issue with Rituals communication to them.

At this point I don't even want the items. I tried to cancel but both companies are super sketchy with returns I've now come to realise.

If I don't get my parcel I will go through my bank and/or the police for the refund.

Honestly save yourself the hassle and don't buy online with them

Nasty piece of work the people here claiming they refunded my REFUND and clearly never did I WOULD NEVER SET FOOT IN ANY OF THEIR STORES AGAIN il be putting people wide to them as well

I waited over a month for my deluxe birthday gift to unlock so I could place a special online order. On the actual day of my birthday, it still hadn’t unlocked.

I contacted customer services and was then told I had to be subscribed to their newsletter to receive the free gift. This is not made clear at all. Why show the reward in the rewards section if it’s not going to unlock? And why not clearly state that newsletter subscription is required? I had no idea.

A few weeks earlier, I had successfully used another voucher in-store, so I assumed everything was working as it should. Clearly not.

Customer services were completely unhelpful and basically told me to subscribe now so I could maybe get next year’s gift instead. Thanks very much.

Extremely disappointing experience. I won’t be buying from you again.

My go-to for Christmas pressies!!!

Poor customer service. Don’t bother with online rewards as they don’t add them.

Love the products but they're overpriced, and the customer service these days is shocking. Trying to contact them puts you into endless loops of ai chat bots who tell you that you don't have a problem, goodbye.

useless.

I visited Rituals outlet in Freeport village Braintree Essex today. As I suffer with Lupus and have lots of problems with my skin I discussed my problem with Kelly she was understanding and helpful also the other lady in the store helped me also. I was so pleased that Kelly gave me a sample of day and night cream which I’m really looking forward to trying it tonight. I have lots of Rituals body washes and creams, defusers, etc to say just a few. I hope the creams is suitable for my skin. I want to say a big Thank You to Kelly for her understanding and excellent customer care

I tried to place a Christmas order on the Rituals UK website from overseas to be delivered to a UK address. This is a very common purchasing scenario and one I completed successfully with many other UK retailers.

Rituals UK does not allow a non UK billing address at checkout at all. The billing country is hard coded to the United Kingdom, which means legitimate overseas cards are blocked even when the billing address matches the card issuer and delivery is within the UK. This is a merchant side policy decision, not a bank or payment issue.

What made the experience particularly poor was the customer service. Over several days, across WhatsApp and email, I received contradictory explanations, incorrect advice, and repeated assurances that this was “not typical,” when it is clearly by design. No one took ownership or explained the policy transparently until the very end.

As a returning customer buying gifts specifically because my family enjoys Rituals products, this resulted in a lost Christmas order which I placed elsewhere with competitors who accept overseas billing without issue.

The policy itself is disappointing, but the lack of clarity, consistency, and ownership in customer support is what ultimately damaged my confidence in the brand. I hope management take note of this.