Rituals Reviews 4,967

If I could give 0 I would! Ordered a large gift and an incorrect order arrived. Terrible customer service. Refusing to fulfil order. I have to return and wait 14 days before ordering again… asking me to pay for another order even though I haven’t had the first one! absolute shambles of a service. Will not be ordering ever again.

Extremely disappointing experience from both an order fulfilment and customer service perspective.

I ordered a birthday gift for my mother, paying extra for gift wrapping and a personalised message. The problems began when I was provided with a collection locker that was completely empty, wasting both time and money. An item then became unavailable, causing further delays and meaning I was unable to give the intended gift on time.

Most frustratingly, despite being explicitly assured that the replacement order would include the gift wrapping and personalised message I had paid for, neither was provided. The products arrived simply placed in a bag with the prices still visible, completely defeating the purpose of ordering a prepared gift.

What made the experience worse was the customer service response. It took multiple emails before anyone appeared to fully acknowledge the situation. No explanation was ever provided for how these errors occurred, there was little recognition of the inconvenience caused, and several responses felt generic and tone-deaf given the context. I repeatedly had to explain the issue and push for it to be properly addressed.

While the gift wrap and message charges were eventually refunded and a goodwill gesture was offered, this only came after significant effort on my part. For a brand that positions itself as premium and gift-focused, I expected a much higher standard of service and communication.

Abaolutely disgraceful customer service. I will never buy from this company again.

I placed my order to the value of £112 on Wednesday 27th May, at which time I was advised that delivery would take between 3–5 working days. On 28th May, I received an email from Evri confirming they had received my parcel and that it would be delivered to my chosen drop-off point within 24 hours.

However, as of Wednesday 3rd June—one week after placing the order—I had still not received my delivery. I contacted the customer service team and spoke with a representative who was unable to provide any clear information on the whereabouts of my order, stating only that it might arrive by the end of the week or possibly the following week. This level of uncertainty is extremely disappointing.

I requested a refund due to the delay, but this was refused. I also asked for the representative to investigate the issue and call me back with an update. Unfortunately, I have received no follow-up communication, either by phone or email.

At this point, I feel I have exhausted all reasonable options. I am extremely dissatisfied with both the delay and the lack of communication and accountability from Rituals. This experience has left me very disappointed, and as a result, I will not be ordering from Rituals again.
I have emailed Rituals with my formal compliant and waiting for a reponse.

I have been shopping with Rituals for several years, spending a few hundred pounds each year and building up my club membership account in order to benefit from the perks you advertise. One of those perks repeatedly promoted is the birthday gift – you ask customers for their birthday and create the expectation that something will be sent.
Unfortunately, this year I did not receive anything. When I raised this with your customer service, I was told that I needed to have an email subscription in place. I did have this enabled, however your system appears to have switched it off without my knowledge.
What disappointed me most was the resolution offered. I simply received a response saying, “sorry you haven’t got your birthday gift, but next year you will get it.” This is not an acceptable outcome. It feels dismissive and does not address the issue at all. After years of loyalty and significant spending, I expected a much better level of service.
I have invested time and money into building my club membership account, specifically to access these benefits, yet your customer service team has not been able to resolve something that should be straightforward.
As a result of this experience, I have decided to take my business elsewhere and will be shopping with The White Company going forward. I have also contacted you separately to request guidance on how to delete my account.
This is a disappointing end to what had been a positive relationship for many years.
Kind regards,
Kamil

I visited the Rituals store today in the Abbey Shopping Centre to collect my birthday gift, and I had such a fantastic experience that I wanted to share it. While I was there, I picked up two shower foams and a lip oil.
The service I received from a staff member named David was absolutely exceptional. He was not only incredibly friendly and welcoming but also went above and beyond to ensure I had a great visit. His customer service skills are truly brilliant; he made the entire experience feel special and personal. It is rare to receive such high-quality, attentive service, and David is a huge asset to your team. He is a credit to the store, and I will definitely be returning.

If I could give zero stars I would. A week ago I bought a genie diffuser with cartridge costing me £149.99. It doesn’t work properly and is not scanning the cartridge and turns itself off randomly. After an unsuccessful online chat with the company I took the items back to the original store for an exchange. The store member clearly didn’t want to help and was rude and miserable. She tested my genie diffuser after I’d explained the issues. She confirmed after doing tests that it is faulty. However she refused to exchange the item and explained I had to go back to the online customer care team who id already contacted and got nowhere as they were as unhelpful as the obnoxious woman in the store was. She confirmed the item had an IT fault but point blank said I can’t have a refund or replacement. This is illegal under the Consumer rights act. I had receipts, all the packaging and she just didn’t want to help. This was the Teesside park store so if anyone is considering visiting there, I wouldn’t bother. The staff couldn’t care less about customers, just another greedy company taking your money and selling rubbish overpriced products

Took almost 30 days to receive. Ordered 6 month supply and they did the subscription for 30 days. Did you expect me to take 6 times the dosage? Stay away from them. Total scam.

We recently tried to place an online order using gift cards we had received as presents, but the website gave us no option at checkout to redeem them. Because of this, we ended up paying the full amount while still being left with unused gift cards.

It’s very disappointing and honestly defeats the purpose of receiving gift cards in the first place if they can’t easily be used online.

On a positive note, the customer service representative we spoke to on the phone was very kind and professional. Although she wasn’t able to solve the issue immediately, she said she would look into it further, which we appreciated.

Overall, the shopping experience was frustrating and needs to be improved.

This company does not use a system where they scan your membership, so instead have wrongly used my account when serving someone in store.

This caused alarm as I had to find out the details to ensure my account had not been hacked.

The customer was able to use a free gift I had on my account so I am now unable to receive this.

I raised this complaint with their customer service who couldn’t care less. I asked for this matter to be raised as a complaint and they ignored my message. I chased it up a couple times, and again, I was ignored.

They insisted that nothing wrong has happened and took the order off my account, but they couldn’t care less. Not good enough.

Always using products from Rituals and really enjoyed the scents, they are relaxing and luxurious without being overpowering also the packaging feels premium. Their shower foam and body cream leave the skin soft and refreshed. A bit pricey yes, but great for self-care or gifting.

I’ve been buying products from Rituals for over a year, both online and in store, and my experience has been consistently positive.

The customer service has been excellent whenever I’ve visited a store. The staff are always friendly, knowledgeable and happy to help without being pushy.

I’ve placed quite a few online orders over the past year, including fragrance sticks, gift sets, shower products and even a bathrobe, and everything has arrived as expected.

My main scent is Ayurveda, although I’ve recently been enjoying some of the Yozakura products too.

Some favourites are:

* The fragrance sticks, which I’d say last at least three months.
* The foaming shower gels, which are really fragrant.
* The body mousse, which is probably my favourite.
* The whipped body cream.
* The salt scrubs.
* The candles.

What I like most is that the fragrances last. A lot of products smell lovely when you first use them but disappear quickly, whereas Rituals products seem to keep their scent much longer.

After more than a year of shopping with them, I’ve found both the products and service to be consistently good.

Highly recommended.

I was in Rituals in Erneside Enniskillen today and had a fab experience the staff was so friendly and helpful particularly the man that served me at the till (do not know a name) helping me with my student discount, informing me that i got a free gift that came as a lovely surprise to myself, he then went on to show me and my sister over to the sink to where we could try out different shower foams so I could pick one as my free gift, his kindness and helpfulness altogether was amazing, will 100% be back thank you!!

I love rituals products. However, their online purchase is very bad. I would blame it to their partner, PostNL, who has delivered nothing but bad service e.g failed to meet their commitment. There is no use to put your address because they always going to to the afhalpunt without going to your place first. And unfortunately the Rituals CS does not do much about it.

This company is the worst in terms of customer service. They claim to want feedback but they don't care. I recently purchased a product that was clearly defective. i was visiting the Netherlands from overseas and returned home to give it as a gift. The product container was empty. I sent photos showing the empty container. They would not acknowledge the issue instead asked for receipts proof of purchase date tiems etc. I didn't want a refund just a replacement. The value was 12 euros, and the time spent on arguing probably costed them 3 times that.

I started using Rituals products after I received a couple of gifts that I really admired. I have now become a huge fan of their products from the packaging to the scents they are all fabulous.
I have had nothing but fantastic customer service from both online and in store purchases.
I had two minor issues, one with an online order to which Michael from customer service dealt with straight away he was very helpful and a pleasure to deal with. Secondly was in store (charged for free gift), The lovely & very helpful manager amended this very quickly.
But I would have to put my great in store experience down to the friendly, helpful staff in Blanchardstown Boutique with one girl in particular Jasmine, she is always welcoming, with a friendly smile offering help & advice when I need it. As I've become a regular shopper in this store Jasmine has become my go to staff member when I am looking for advice on products. She is a real pleasure to deal with & a perfect example on how to engage with customers. She's a real credit to your brand and your store. 🌺

I’m really disappointed with my recent experience with Rituals.
I received an email on 4th May encouraging me to spend £50 to receive two free gifts, with a prominent “click now” button. While it did mention “this weekend” in the small print, the email itself was sent on a Monday, which made the timing unclear and quite misleading.
I went ahead with my purchase based on that email. When I later contacted customer services, I was told the offer only applied to the following weekend. Today I was also told I’m not eligible for the free gifts because I didn’t place the order during that specific timeframe.
I feel this promotion was not communicated clearly, and the timing of the email was confusing. As a result, I spent money expecting an offer that I was then denied.
A brand like Rituals should ensure their promotions are transparent and not open to misinterpretation. This experience has left me disappointed.

Love this shop ! But I tried on a cream, and it gave me a really big rash. Too pricey though, but I love it

Customer service.
I would like to thank Linn from customer service who are obsalutely amazing 👏 Outstanding customer care!
After visiting shop wich is hit and miss with their staff, I was abit upset and reported the issue. Amazing customer care, politeness and resolution of the issue made my day. I would highly advise not to judge Rituals by some sales assistant attitudes, it is amazing products and amazing company with excellent customer care! 🩷

We visited, Ontdek House of Rituals op Spui 10 in Amsterdam on the 6th of May. We were served by the manager Sebastian, he was charming, friendly, attentive and made our experience perfect. We booked the hydromassage and it was so good my fiancé fell asleep. There is nothing I would change about this experience, except I wished we'd booked more !