Organically Epic Reviews 53

Reply from Organically Epic

Aug 4, 2025

Good afternoon Becky. Thank you for you review. As discussed, we cannot accept products back if they are not faulty and have been opened. Kindest regards, Jayne.

Reply from Organically Epic

Updated Jul 31, 2024

Good morning, I have just emailed you with regard to your order in January 2023 order number #21645. Sincere apologies, it would seem that your emails were going into my spam. Or at least your email from yesterday 30th July 2024 did anyway, I have not seen the others that you forwarded on. This is my error and I sincerely apologise. I have emailed you with regard to sending videos and images of the toothbrushes and charging docs. In essence, they should last 3+ years but the batteries will degrade after a year or so due to wear and tear and usage. If you can reply to my email and send videos etc I will try and rectify the issue and work out how to get them lasting longer on the charge. Thanks so much, Jayne.

Reply from Organically Epic

Jul 17, 2024

What a wonderful review, thank you! I'm so pleased the Soothing Berry Booster has worked so wonderfully for your skin! high praise indeed. Jayne x

Reply from Organically Epic

Aug 29, 2023

Hi Jemma! thanks so much for the extensively wonderful review :) I hope the refurbished handle lasts you a while yet! Happy brushing. Thanks again, Jayne.

Reply from Organically Epic

Updated Aug 14, 2023

Good morning Irina, I'm so sorry you have not had the best experience with our customer service or our Sonic Wave. This is not ok and I will rectify it straight away. You emailed on the 10th with your concerns regarding the product and I emailed you back straight away. I will resend this email. I did not receive another email from you but I have just checked my spam emails and for some reason it went into there. I sincerely apologise, I offered advice on how to get the best out of the Sonic Wave so I assumed that all was now well until I saw this review. You have also emailed on Friday so I will reply to that email too. Sincere apologies, Jayne.

*Edit - Irina, I've forwarded you the original reply that was sent on the 10th July and also replied to the email that you sent on Friday 11th August. I may well have ended up in your spam so please do check in there.

Reply from Organically Epic

Jan 9, 2023

Thank you so much! this warms my heart. X

Reply from Organically Epic

Dec 28, 2022

So pleased you had a good service from us! I hope you're enjoying your toothbrush x

Reply from Organically Epic

Jul 7, 2022

Good morning Charlenne,

I sincerely apologise that you feel you have not had the best experience from us.

As I explained on our correspondence we cannot offer return postage as this is quite costly per year to do, we are a small business and rarely have any returns. We offered to refund your postage once returned which is what happened. Yes you did have to ask and apologies for that, I will take that on board for future customer service handlings.

The reason I asked if you had spilt something on the toothbrush or left it in the water once you'd returned it was because the printed logo had rubbed off and there were marks on the toothbrush, I'd never had this before so I was just asking so I could work out what was wrong with the brush, trouble shooting so to speak, so that it wouldn't happen again.

With regard to the adapter voltage, of the handful of toothbrushes that have been returned, once sent to our manufacturer, they were found to have had their batteries blown which our manufacturer concluded was likely to have been caused from a regular power serge from a charger where the voltage was too high.

This would not be the case for all faults, however, me saying this to you was again because I was trying to find out what was wrong with the brush so that it didn't happen again.

The reason why the Sonic Wave has a USB adapter and not a plug attached is due to three factors.

1. It enables our toothbrush to have less plastic.
2. When we were R&Ding the product, through our customer research, customers informed us that they would prefer a USB attachment and to use their own adapters.
3. We all have so many adapters in our homes now it completely made sense not to produce more plastic.

In the user guide we also state what the correct voltage is and I'm now highlighting it on our website, with our stockists and also in each package that goes out to customers.

By me asking questions about the use of the toothbrush by yourself it was not my intention at all to accuse you.
Sometimes electrical products do have a fault for no reason. I would be remiss though I feel in my customer service to not converse with the customer about usage so that I can make sure customers are informed of how to treat the toothbrush and also to make sure that I can fix things remotely with the brush if need be.

Sincere apologies if I came across as accusing you of breaking the brush.

We do indeed send faulty toothbrushes back to our manufacturer.
This is extremely rare, due to the small amount of returns we get, however, we have not been able to do so for a while because they have been in lock down on and off for such a long time.

They have only just recently come back to me with regard to your brush and a couple of others that I sent back for investigation. They are using the electrical components that they can and also the external plastic casing in other products that they manufacture.

Again, sincere apologies for offending you and not offering the service you require.

Thank you for your review, I take the good with the bad so it's good to see where Organically Epic can improve our products and also the service we give to our customers.

Have a lovely day,
Jayne

Reply from Organically Epic

May 18, 2022

Thank you so much for your glowing review of our product and of us as a business, It's made me smile so much this morning! Jayne x

Reply from Organically Epic

Apr 2, 2022

Wow what a review. I must say I was pretty shocked to see this this morning and deeply saddened too. It does not echo that of our customer base or that of dentists and industry experts. I'm so sorry you have not had the best experience from us. This is not our intention at all, and not something we aspire to.
It's deeply frustrating that copying within the cosmetic and personal item industry is rife and there is nothing we can do about it. We worked with our highly ethical manufacturer for a year on the Sonic Wave before launching, ironing out every detail. And we take continual feedback from our customers to iron out any issues on the hop as well, each manufacture of the product is better and better because of this. We have seen many other sellers popping up on things like amazon and as you've stated, aliexpress as well. These sellers have copied our manufacturers product which is deeply frustrating all round. You'll find the same with every 'zero waste' item in every refill shop or sustainable online store around. Items that you can find much cheaper if you're buying from amazon or aliexpress. Every skincare and haircare product too from the big brands to the small businesses like mine, there are very similar products available that are cheaper.

However, please do bear in the mind the following when you are going for cheaper;
1. Where are they shipped from?
2. How are they shipped?
3. What energy do they use? are they using renewables in their manufacturing process?
4. What is their environmental policy?
5. Are they working towards carbon neutrality or even carbon negativity?
6. What are the working conditions like in their manufacturing bases?
7. Do they pay a living wage or preferably above?
8. What is the career progression like for their employees?
9. Are their manufacturing facilities safe?
10. Where do they get their materials? are they certified in anyway?
12. Are they stocked in the UK in refill rooms, online stores, wholefoods stores or dentists? can they be trusted basically.
13. Are they endorsed by dentists?
14. Do they give advice on dental health?

I could really go on and on. I get that at the moment we are all struggling, so cheaper products are sometimes a must but please remember that just because something looks the same, it ultimately isn't.

Here are just a few things we do so that our customers are rest assured that we are indeed as ethical and sustainable as possible.
1. With every order of the Sonic Wave we plant a tree as well as giving free UK shipping.
2. We are certified organic, cruelty free and vegan.
3. Our bamboo is harvested twice a year to allow for growth and to not effect biodiversity.
4. Our bamboo is FSC Certified.
5. We are working with our manufacturer to make sure that any returns of faulty products (unfortunately with electrical items this is unavoidable but we have very few) can be recycled and used again once repaired.
6. We try to rarely ship via air, we've shipped via sea but are also testing out shipments via train which is proving to be beneficial and the lowest emitter of carbon. If difficult to manage because of the time it takes.
7. We make sure our manufacturers are paying their workers living wage or above with career progression and safe working places as well as making sure they are not working long hours.
8. We have won awards this year for best dental device for the planet and for people.
9. Last year we were named best eco toothbrush by GQ and are often in the press with rave reviews and Cosmetic Business called us an industry disruptor which is amazing.
10. When you phone us you get through to me, the business owner. I am indeed a woman so that marketing is indeed true, as is all of our marketing. The reason I launched our dental care is because I was fed up of mistruths with regard to sustainability and ethics.
11. We are a carbon neutral business making sure that our energy usage is from renewables and that at the moment, we offset carbon where we can, which isn't ideal - we are working on this all the time.
12. All orders of the Sonic Wave come with a 1 year guarantee for faults.

And again, so so much more to this. Honestly, if I were ripping customers off I'd be in a much better financial situation than I am but it isn't about that for me. I want to give people the best products and best service there is. I don't even get the Sonic Wave for £19 so it's wild to me how they can sell a similar product at that price. Our manufacturer is so frustrated at the moment with copycats. I even get emails from copycats asking if I want to buy their product for a very cheap price but as listed above, beware the price if it seems too good to be true.

The cost of things does not equal the value you get.

Thank you for your incredibly honest review and I truly value your opinion, it keeps me on my toes and always making things better so I will take your comments on board. I wish I could make the product cheaper, it's just not possible at the moment..

Have a wonderful weekend and a fabulous easter. Fingers crossed the weather warms up a bit so we can get outside and enjoy it.

Thanks again, Jayne

Reply from Organically Epic

Oct 12, 2021

Ah Mark, thanks for the lovely review, you're so kind. Jayne.

Reply from Organically Epic

Sep 3, 2021

Good morning Marcus, thank you for your email and also your review. We use the wording 'faux bamboo' on our packaging for the Sonic Wave handle because the handle looks like bamboo to fit in with the bamboo heads and overall aesthetic of the toothbrush. Faux means fake or artificial. Also on the packaging are the materials of the toothbrush where say that the handle is made of recyclable plastic. As discussed on my email reply to you all materials are listed on our website and we also stress that the handle is made of recyclable plastic on our main product page as well.

When we talk about the materials of the Sonic Wave we are open and honest with what materials it is made of. I've spoken a few times on social media in saved videos on our social pages about the materials of the Sonic Wave and also via emails to our customer database as well.

I'm afraid that no matter how we tried a bamboo handle was simply not possible on an electrical toothbrush due to safety concerns from the assessors who would not give us the much needed safety certifications for a bamboo handle. A fully bamboo handle would be a dream, however it was also super heavy which would effect carbon released in transit so that would have had other issues.

We work with materials that are as sustainable as possible whilst also being able to give the best, safest clean. We are not a zero waste brand as we believe that zero waste is not achievable and can cause some bad practices along the line when customers believe that products do not have an effect on the environment.

We are all about reducing waste, good dental health and upgrading materials to a better, more sustainable option, where possible.

Thanks for taking the time to email and review us, I hope you have a wonderful day.
Jayne Clark-Denyer

Reply from Organically Epic

Jul 14, 2021

Hi! thanks so much for your review, we are super delighted that you're delighted! thanks again, Jayne x

Reply from Organically Epic

Jul 13, 2021

Thanks for the lovely review Mrs Bell, we are so pleased you're loving the Sonic Wave! Jayne x

Reply from Organically Epic

Updated Jun 16, 2021

Ah thanks for your kind words Vicky. Our interdentals are becoming a firm fav with our customers, we are so pleased you love them too! The Sonicare brush heads are getting some attention too, you're one of the first to have them so again, Thanks so much, Jayne x

Reply from Organically Epic

Jun 8, 2021

Thanks for your lovely review Christina. Ah yes, unfortunately if you have no gaps between your teeth then the interdentals won't be ideal. Such a shame because interdentals are so good! Floss is equally as good though so using that will definitely keep your gums nice and healthy. Jayne x

Reply from Organically Epic

Jun 8, 2021

Thanks for the review Julie! We do state on our marketing that the handle is made of recyclable plastic as well as listing the materials on our website. The reason for this is due to safety. If the product had a bamboo handle with electrics in it there was a serious safety concern from the safety inspectors. We would have needed to coat the bamboo with plastic on the inside and outside which would have used more materials and defeated the object completely. Once there are new technologies allowing for a completely bamboo handle we will be all over it. Until then this is the best reduced waste electric toothbrush available. I'll take your comments on board though and perhaps change a bit of the wording to make it clearer that the handle is not bamboo. Thanks so much, Jayne x

Reply from Organically Epic

May 28, 2021

So pleased you love the tongue cleaner! Jayne x

Reply from Organically Epic

May 21, 2021

Thanks for the review Mark, I'm so pleased you're getting along with the toothbrush. We don't have any plans to change the USB charger but thanks for giving us feedback on this. Jayne x

Reply from Organically Epic

May 17, 2021

Yay! so pleased you like the Sonic Wave. Thanks so much for the review. Jayne x