Una Organic Reviews 5

Utterly terrible. STILL no refund, impossible to reach. Beware of this company. Trading standards informed.

So disappointed ! Either they are being deliberay misleading or they do not understand the business space they are in ! I really wish I had read the reviews before dealing with them. I paid them on 24th October and was advised 10-14 working days delivery. A week later I received an up date to say there had been a delay and my product would be LEAVING the workshop in 5 days and would then take a further 14 days to get to the uk warehouse where it would then be processed and shipped as soon as possible.! After their updated time estimate had passed I emailed them again asking for further information. I got a reponse saying “We are expecting it to arrive next week now as customs in both the EU & UK has now started to slow down because we are approaching Christmas & this has delayed the transit even more so “ so more delays!
Any decent company understand potential seasonal issues and build this into their delivery estimates and comunications. It is not ok to take peoples money and then either lie to them about when things will arrive or make wild guesses about time scales because of poor understandings of the factors effecting their own business. The staff are polite otherwise the score would have been lower. What is really sad is that had it been made clear before I ordered that these products were made to order and that delivery could be this long I would quite possibly have still purchased. This lack of honesty or business knowledge ( not sure which it is) is what has lead to this review score.

Positive experience overall.

I purchased 4 mattresses in total for the family; as I believe in the product and trust it's better for our health.
The children have had no complaints about their mattresses. Mine however, was quite solid to start off with, even with the soft mattress on the top and an Una mattress topper on top of that! However, nearly two months on in use, it seems to have softened and is very comfortable to lie and sleep on now (thankfully)! Likewise, the Una pillow was a little high/hard, but that too has settled and is comfortable to rest my head on. If I need it to be raised up again, I just need to give it a good 'plump'.
Had an issue with one of their pillow cases which had some form of Juice(?) stain on it, but they were fantastic in rectifying the issue.

Communication was quite good apart from a technical issue on Una's end which meant a lack of reply to my email for over 10 days. Also, delivery took almost double the estimated time and after confirmation of my order, there was no communication from Una for 2 days shy of a month. With my having to initiate that communication asking where the order was.

I recommend the product and the company, but the archetypal 'German efficiency' is lacking a little and you should probably expect longer delivery times if purchasing in the UK.

Very good customer service, can't fault that. Think their pillow might need tweaking a bit as at first not enough flakes in pillow but they rectified by sending out more and now the pillow is very comfortable.

Update: Una Organic Ltd admitted that my issues were not their typical customer experience. They sent me two packets of latex flakes to fill the pillow and issued an apology and full refund.
I am now sleeping quite comfortably, as the pillow is more supportive and the proper height. I must commend Una Organic Ltd for taking ownership of the issue and rectifying it.

One star is for good customer service. It would have been zero stars otherwise. Ordered a pillow on 29th November 2022 and was advised of a 3-4 week delivery estimate.
After 6 weeks, I contacted Una Organic Ltd. They informed me that they were dealing with a Christmas backlog and the pillow would be with me shortly.
After 8 weeks I rang the company and they said it would be out for delivery by the end of the week and the delay was due to staffing issues and Christmas backlog.
I got a text from DPD to say my pillow would be delivered to an address in Mayo. I live in Dublin so no use to me.
I rang DPD immediately but they said a change of address would have to come from Una.
I rang Una who couldn't figure out how that address was generated. I gave them my proper address and they pointed out the eircode was not the same. My address autofills whenever I input my house number so I don't know where that came from, however it was still the same postal district, so it would have reached me sooner than an address in Mayo.
After a few more hiccups, I eventually took delivery of the pillow, 10 weeks after the order. The box was a bit ragged looking but thought nothing of it. When I opened it the paper wrapping on the pillow was opened. When I looked at the pillow itself, it looked very flat and not very supportive. In the box was another small pack of flakes, which I added. This did not seem to make much of a difference. Lay on it for about 6 hours, but it was absolutely useless. No support, way too low for a side sleeper and just uncomfortable.
Again, I contacted Una Organic. I was told that the pillow should be packed robustly and there may have been a problem in production. I was asked if I wanted to wait another week for more flakes to be sent out to me.
At this stage 11-12 weeks for a, hopefully, satisfactory pillow was just more than I was willing to put up with. Very disappointed. So I am returning the "pillow" before I lose any more sleep.
Customer service (Naomi) is great but unfortunately severely let down by the product.