Awful - AVOID
Awful, just awful. I just wish to return the perfume I ordered, as I realised it wasn't actually natural as soon as I ordered it, but they are ignoring my requests for a returns label, despite saying they'd email it to me days ago. They wouldn't send me an ingredient list and now are not replying. Terrible customer service!! The website is misleading, the perfume is not natural. Why be so terrible on every level, just make and sell a good quality product and look after your customers.
Edit - thank you for your reply below. As you are aware, the products I wish to return are unopened as per the photograph requested and sent, I am fully within my statutory rights to request and make a return. Ignoring your customer's requests to return is against these rights. I am pleased to see that you have now removed any false product claims from your website, however you may wish to check your percentages below, they should add up to 100...
Further edit - I believe that if you offered honest, efficient customer service and an honest product and website, then you wouldn't have customer issues to deal with, but instead the blame is being deflected!! I just want to return my items, that's it, but the hours I've wasted trying to get my refund is unnecessary. I wouldn't need to write disappointed reviews if you looked after your customers and replied to emails. I just hope my refund goes through smoothly.....
Edit - So weeks and weeks after my initial dealings with Elodie at Grives and they have only given me a partial refund, my £10 short of my initial £44. No reason given. I'm unsure of exactly why they have to make it so near impossible and laborious to deal with them, clearly they're not interested in customer service, they just want your money. I have no trust left in this company and would no way put their products anywhere near my skin. I'm still in pursuit of my remaining refund, although they are stating that my case is closed!? Most other retailers excel in customer service these days, they know they have to in order to survive a competitive marketplace.
Reply from Grives Perfumes
Dear Jenny,
Thank you for your review. I'd like to address your concerns about our products and service.
Our perfumes are 75% natural, containing 60% almond oil, 15% high-quality tocopherol (Vitamin E), and 25% perfume extractions containing synthetic ingredient. The perfume extractions contain ingredients commonly used in cosmetics to comply with UK regulatory standards for safety and quality.
We've never claimed our products are 100% natural, that was your assumption out of nowhere, unfortunately.
Regarding the returns label, I sincerely apologise for the delay. As discussed in our previous correspondence, we can only accept returns of unopened, unused products in their original condition for hygiene reasons. This is standard practice across the beauty industry.
Best regards,
Elodie Green
Customer Service Representative
Grives Perfumes
EDIT:
We never refused your return. We promptly provided the returns label at our own cost to get the items back, as discussed in our correspondence.
I understand Trustpilot can feel like a weapon to leverage communication with companies, but these reviews remain on the internet forever and significantly damage the hard work of many people involved in our brand. A lot of effort goes into creating perfumes that are far more price-competitive and natural than many alternatives on the market.
I'd encourage people to also review our customer feedback on our website: https://grivesperfumes.com/pages/reviews
We're a small business genuinely trying to provide quality, affordable fragrances whilst maintaining good customer service. Constructive feedback helps us improve, but permanent negative reviews based on misunderstandings affect everyone who works here.