AMARA Reviews 1,396

Unbelievably poor customer service. Please don't use this company. Once they have your money, you are left hanging. I wish I had checked the reviews before I made a considerable investment only to be ripped off and ignored. Just buy elsewhere, all the stuff can be bought on other sites easily with much better service.

I wouldn't normally write a review but have been driven to it due to such poor customer service. Purchased a 5lt Boabab diffuser and it came with no scent or sticks. Company refused to help, rude customer service. Then received someone slightly more helpful - but again told nothing they could do it must be the delivery companies fault. Repurchased the item AGAIN and it came with no scent and no sticks. £1,000 two lots of delivery charges and no customer support at all. I would NOT use this company. Dreadful customer service.

Never use this company. My work colleagues bought me a gift from Amara to celebrate 37 years service, which when it was delivered, had been poorly packaged. I followed every process to the letter to return the item. They are now saying they have not received the item and it is my responsibility and in effect there is nothing more they can do. As you look through the reviews you can clearly see they have a problem with returns. I've even found one review where the same brand of item as the one I returned has gone missing in exactly the same way. What would have been a lovely ending to my career has turned into a shambolic mess, and they are just not prepared to do anything to help. BUYER BEWARE !!!!

The most horrendous useless customer service. I ordered 2 x soap dispensers (as part of a much larger order). These turned out to be faulty as the soap corroded the metal nozzle so Amara promised me a refund as these were not fit for purpose. I chased this refund several times and various different customer service reps kept fobbing me off, telling me it had been “processed back to the original payment method” which it wasn’t. I have been chasing this refund for over 18 months and now Amara claim to not recognise my order number (despite me sending a PDF copy of the order confirmation) and they state they can no longer help me. Please please proceed with caution before buying from this supposedly “luxury goods” company. They give you the run around having to deal with numerous customer support reps when you have a problem, and none of them know how to read the historical chain of emails, so I have ended up repeating myself giving the same information over 20 times. They keep repeating the same useless questions instead of bothering to read replies and when enough time elapses, they claim they can no longer help. Appalling.

This brand used to be a luxury brand. Now they just apparently mail people half an order worth of damaged goods, with the high price tag that goes with it, and then the customer service is so awful that after 2 weeks of back and forth with customer service agents who are not even acknowledging previous emails sent and worse than an AI chatbot, they still haven't enabled the processing of a return of all the broken things they sent. Having been a customer since 2019 this is really disappointing.

ZERO STARS! Terrible customer service. I have been buying from Amara for many years and have always been impressed by the care that was taken over packaging items as well as being able to contact customer services directly if ever there was an issue (and dealt with quickly). How things have changed. They've been taken over by the giant Fraser Group and it shows. My main issue (amongst many) is their terrible returns. I went, as recommended by them, via their returns portal. I had to pay a £4.99 fee and use their courier, Evri (which in my experience is not great anyway so would not be my courier of choice). I dropped the package off at the their suggested drop off point and a few days later I get a confirmation email directly from Amara that the parcel is on its way back to them. Great!...or not. There was no further update a few weeks later so I thought it would be no problem to contact them. YOU CANNOT contact them directly. There is no number, no email etc listed clearly ANYWHERE - nowhere you can go to resolve an issue. There is a list of typical faqs which takes you around in circles or doesn't give you option you need. In the end I had to try various different options (FYI- try payment problems) which allowed me to send an email (clearly, if you are having issues sending THEM money then they are happy to help). Surprisingly someone got back to me. I provided all the evidence they wanted - screenshots of confirmation of my portal return, the confirmation from them that the package was in transit to them and the receipt from the drop off point. The receipt shows the barcode number which clearly matches the barcode on the returns label that was sent to me via their portal. Amara customer services are now saying that the warehouse has never received my package and that because I didn't use their portal that they can't help me and that I need to contact 'my courier company' directly. Case closed. UNBELIEVABLE.
I did not instruct Evri, Amara did. I cannot speak to someone as it's their account. So, not only am I down my return fee having used their portal as they suggested, I am also down my the value of my returned goods (which FYI were being returned because the quality was terrible) and, despite providing all the evidence required, am basically being told that none of it makes any difference anyway and they are unwilling to help or take responsibility. If only I had looked at all the recent reviews. Same story with so many people. Clearly I won't be ordering from them again.

I would give no star if possible
Spent almost £1400 on December on cutlery. First item didn’t arrive on time so new one was sent a few days later. Whilst on phone re delivery of first item I asked when I would receive Bjsck Friday vouchers a d was told by email. Never arrived so called today. Was told I wasn’t eligible and the lady who said they would send me them by email was not referring to my order. What a load of tosh. Total twisters and liars in my opinion.

Excellent service from the House of Fraser after the failure of courier to deliver first time. Thank you ,Angelo, for dealing with my issue.

Do not use amara/ coa living/ premium plumbing. All operate from the same business address. We ordered from coa living a month ago. Nothing has arrived and their website is no longer functioning.
Avoid.

I deeply regret not reading the reviews before entrusting your company with my order. My experience has been nothing short of appalling, and I feel compelled to detail the series of events to underscore the sheer level of incompetence and disregard I have encountered:

1. Wednesday. I ordered an item (a Christmas present for my wife) with next-day delivery, for which I paid extra.
2. Friday. Instead of receiving the item as promised, I was notified by Evri on the day of delivery that there was a delay. The email provided no reason or estimate for another delivery date.
3. On Saturday, I reached out to your agents, who advised me to wait an additional 48 hours for an update. This suggestion was utterly ridiculous given I had paid for next-day delivery. I requested a refund for the postage, which was promised.
4. Later that day, I received an email stating that my order had been cancelled. Naturally, I contacted your customer service for clarification, only to be told that the email was related to the postage refund. At this point, I began doubting whether I would ever receive the item.
5. Monday morning, there was still no update from Evri, no progress, and no communication. The decision to use Evri, undoutebly the most unreliable courier in the UK, is baffling, but that is your choice. After two unanswered call requests from Evri, I was left in the dark.
6. Monday evening, frustrated and out of patience, I contacted your customer service again. I was informed that the item had been "damaged in transit" and was no longer in stock. I was offered a refund, which felt more like a convenient excuse than an honest explanation. This entire chain of events suggests gross mismanagement and a lack of transparency.
7. I have now demanded an immediate refund and have no intention of ever dealing with your company again.

I have ordered 2 sofas and a coffee table. I have received only two of the three items, both damaged and I have never seen the third one!
Customer service is not responsive and I have spent more than £1000. I cannot get a refund!

Update 30/12/24

The saga is getting even worse. Now it is a month that I am trying to get a refund and I have not managed to get it. The system is designed to frustrate so much the customer that he/she is going to give up. You cannot to talk to anybody, but you can only communicate via email. You never communicate with the same person and you have to answer thousand of times to the same questions (order number, name,..). Now I am at a point in which they claim they cannot open all the pdf files with the evidence of the returns. THIS IS A PURE SCAM!

AVOID AT ALL COSTS.
If I could leave zero stars I would. I purchased a table from Amara which became totally defective after very little use (it collapsed). I was issued a Gift Card for the value of it (almost £300) as the refund window had passed and I agreed to accept.

I am now wanting to use this Gift Card against a sale and today was told that the company has since gone through an acquisition and cannot honour the Gift Card previously issued.

I was not aware that they had been acquired as they are still trading under the same name so it seems unfair that they cannot honour this agreement.

It appears customer service is non existent and they clearly are not interested in developing loyal customers. Reading other reviews I don't think I am alone with these thoughts.

I am now almost £300 out of pocket. If you can afford to take the risk, then go for it, otherwise buyer beware.

Edit…. Looks like I got the same generic reply as everyone else for leaving a poor review - don’t waste your time with this company.

If I could give 0 stars I would!! Please avoids this company at all costs. Ordered a Mackenzie child’s bowl, when it came it was damaged so I got in contact and was given a returns QR code. I followed all instructions and have the tracking details. The return was delivered back to Amara because I can track it clearly via Royal Mail and they’re claiming not to have gotten the return. I have been in contact with customer services and have been told ‘returns are at customers own risk’ and ‘unfortunately they can no longer assist me’. Complete scam artist company. Will be taking this further!

I am writing to express my extreme dissatisfaction with the experience I recently had with AMARA regarding my order, which was scheduled for delivery.

The real issue is this: I purchased a duvet that was advertised as including two standard pillowcases. However, when I received my order, there were no pillowcases included.

When I called to complain, I was told I would need to purchase the pillowcases separately. I placed an order for pillowcases, which I was told would include two. However, when that order arrived, it contained only one pillowcase.

Upon complaining again, I was given a discount code to buy another pillowcase. Even though I made that additional purchase, the order was processed, and delivery was expected today.

When I placed my order, I did so with the understanding that the item I purchased was available and that they would fulfil my order as agreed. I even received confirmation of the order and a delivery date, which led me to believe everything was on track. However, to my utter disappointment, I received an email at the last minute stating that my order had been cancelled because the item was sold out.

This situation is unacceptable for several reasons:

Failure to Notify Promptly:
If the item was unavailable, why was I allowed to complete the purchase and receive confirmation? Notifying me only on the delivery date shows a lack of proper inventory management and customer care.

Unnecessary Inconvenience:
I planned my schedule and made arrangements based on the expected delivery. Cancelling at the eleventh hour caused unnecessary inconvenience, frustration, and wasted time.

Poor Communication:
A generic email with no options for a replacement or further assistance adds insult to injury. This approach shows a lack of consideration for your customers.

I expect better from a business that values its customers. At the very least, you should ensure that your inventory system is up-to-date and prevent such disappointing experiences in the future.

Below, they advised me to contact customer service, which I did—yet nothing happened. It’s all just for show, a tactic to appear responsive to negative reviews and neutralize them. VERY BAD COMPANY. Shoppers, beware.

They requested additional information, which I have already sent. However, to avoid a negative review, they keep asking for the same information but never respond to my email. What a horrible company!

Ordered mugs. First delivery broken. Gave them another chance, broken again. Not wrapped at all. Very poor. It markets itself as a luxury site. Oh dear, it isn’t!

I have been asked by AMARA for information re my order on the basis they want to get to the “ bottom of this”. A standard reply from them. The facts are simple. They made 2 deliveries of broken mugs- simple. And that is due to flimsy packaging. I was told I wouldn’t get the delivery cost back as other items in the delivery were ok!! Funny

I ordered 2 very expensive matching stools. 1 arrived, exactly as expected. The second arrived a few weeks later, in a severely damaged box; the stool was packaged with one layer of very thin bubble wrap, and nowhere near enough to keep the stool stable within the box. Unsurprisingly given the broken box, 2 of the legs on the stool were broken.
I contacted customers service and was advised to download the return documents, and put the stools back in the original packaging. However I couldn’t do this because one of the boxes was already broken and the other had been discarded weeks before. I asked amara to send me some suitable boxes so I could return them
Now 3+ weeks later I am told that it is up to me to source boxes as they can’t, and to let them know when I have so they can arrange pickup. Is this really the level of service a customer should receive when paying £2,000 for stools? I’m tempted to just wrap them up in brown paper and sellotape

Ordered items, items never arrived, contacted Amara but no response. Finally had a response saying items were lost and are now out of stock. Dubious as to whether items were ever shipped in the first place!!! Shocking for a ‘luxury’ brand.

Excellent service -rang in with problem and sorted it very efficiently. Very professional and followed up that it had been sorted.

Like other reviewers I received a cancellation from nowhere. It was dealt with well by Naomi when I phoned but Amara need to look into issues between warehousing and delivery - a problem there by the looks of it.

Currently trying to buy products from this company but they are making it extremely difficult.
Shocking customer experience!
I ordered 3 vases which have never arrived. Had several emails with delivery days on which I waited in for. None arrived.
Then I see my order has been returned by the courier damaged.
No contact or info from Amara.
I contact them - no reply
Then I’m emailed to say as requested they have cancelled my order.
I did NOT cancel my order I would have actually liked to receive my vases.

Shocking customer service in a competitive market!

Also DO NOT send me this standard reply that you send to everyone !!!

Thanks for taking the time to give us some feedback.

We’re sorry to hear about this.

We've requested for some additional information from you via Trustpilot. If you
reply to that email with your details, including your email address, this will
allow us to look into this further for you.

We would love to get to the bottom of this to help you further as the situation
you’ve described is not the type of service we expect when shopping at Amara.

Kind regards,
Courtney
Amara Customer Services