The website was very confusing and poorly designed. Watch out for being charged twice by mistake. [Edit 2023-11-21]: However, the company did reach out to me to try and clear things up, and gave me... See more
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Mother-in-law order from these but accidentally order 3 units and not one. Applied to cancel the order within hours whilst the order tracking stated is hadn't been processed. Just received a reply sta... See more
Company replied
NO INSTRUCTIONS No instructions, just cheap pair of readers. Your company is a fraud.
Company replied
I only ordered one waterfall and 4 showed up on my order summary. I immediately contacted the company by phone and e-mail, only to betold that the order had already processed and I couldn't modify... See more
Company replied
2.3
Poor
101 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
NO INSTRUCTIONS
NO INSTRUCTIONS
No instructions, just cheap pair of readers. Your company is a fraud.
10 June 2026
Unprompted review
Reply from Spirual
Hi Angie,
We have done our best to resolve this issue by reaching out to you over Trustpilot. However, we have not heard anything back from you.
If you have not received the emails and still would like to let us help you with your case, please reach out to us via contact form on https://spirual.com/contact
We need following information to access and verify your order information:
Email Address used to place the order
Order Number
Full name
Thank you for helping us grow and learn.
Best regards,
Spirual Support Team
Amex account hacked after purchase
This site was the only charge on my American Express card. The account was hacked, fraudulent charges made, and a new card application submitted. Avoid them. In my experience they are not safe.
2 April 2026
Unprompted review
Reply from Spirual
Hi R Wagner,
Thank you very much for taking the time to share your feedback.
We tried to contact you through Trustpilot to resolve this issue. Unfortunately, you did not respond to our requests.
If you did not receive our emails but would still like our assistance, you can contact us using the contact form available at: https://spirual.com/contact
Please provide the following information so we can access and verify your order:
Email address used to place the order
Order number
Full name
Thank you for your contribution to our development and growth. We hope to hear from you soon.
Best regards,
Spirual Support Team
multiple waterfalls charged instead of one
I only ordered one waterfall and 4 showed up on my order summary. I immediately contacted the company by phone and e-mail, only to betold that the order had already processed and I couldn't modify it. Am very skeptical about how the return process will go.
18 December 2025
Unprompted review
Reply from Spirual
Hi Jennifer,
We’re looking specifically at your case, and we can confirm that it has been successfully resolved by our customer support team. Please don't hesitate to let us know if you have any other questions, and we'll be more than happy to help.
Thank you for sharing your experience with us. Your feedback is very important to us, and we appreciate your patience while our team addressed your issue.
Thank you for helping us with our development and learning.
Best regards,
Spirual SupportTeam
CUSTOMER BEWARE
"Please Beware' The company Spirual will force you to purchase more than one item! On the same day that I purchased the item, I reached out to customer care to know why I was being charge so much. I was advised on the same day that after communicating with the warehouse, my order couldn't be modified! I've never heard of any company fulfilling orders so quick. I followed up with an email asking for a modification and contacted customer service who stated I would be charged for "Returning" the item that I asked to modify! Please "BEWARE"!
1 December 2025
Unprompted review
Reply from Spirual
Hi Denise,
We sincerely apologize for the frustration you've experienced regarding your order and our return policy. Our goal is to process orders swiftly to ensure timely delivery, but we recognize that this can sometimes lead to complications when modifications are necessary.
We attempted to contact you to gather your order details, but we have not yet received a response. If you haven't done so already, please reach out to our customer service team again with your order information. We are eager to assist you and find a resolution that meets your needs. You can contact us at https://support.spirual.com.
To help us access and verify your order information, please provide the following details:
- The email address used to place the order
- Your order number
- Your full name
Thank you for bringing this matter to our attention. We hope to have the opportunity to resolve it for you.
Best regards,
Spirual Support Team
scam for morons
1 April 2025
Unprompted review
Reply from Spirual
Hello John,
I hope this message finds you in good spirits. We are reaching out to follow up on our previous communications regarding your concerns expressed on Trustpilot. Unfortunately, we have not yet received a response from you.
If our prior messages did not reach you and you still seek our assistance, we kindly request that you contact us directly via our contact form at https://spirual.com/contact
To expedite the resolution process, please provide us with the following information:
- The email address associated with your order
- Your order number
- Your full name
We appreciate your cooperation and thank you for giving us the opportunity to enhance our services.
Spirual Support Team
SCAM! Bought a waterfall from this company
Bought a waterfall from this company, they failed to deliver my item and refused to refund me. SCAMMERS!!!
6 October 2024
Unprompted review
Reply from Spirual
Hi Ola,
We have done our best to resolve this issue by reaching out to you over Trustpilot. However, we have not heard anything back from you.
If you have not received the emails and still would like to let us help you with your case, please reach out to us via contact form on https://spirual.com/contact
We need following information to access and verify your order information:
Email Address used to place the order
Order Number
Full name
Thank you for helping us grow and learn.
Spirual Support Team
After a misunderstanding with the order…
After a misunderstanding with the order at the beginning, this company was only to helpful to resolve the issue and they let me keep the item’s then refunded me. Many thanks Paul.
24 August 2024
Unprompted review
Reply from Spirual
Hello Paul,
Thank you for sharing your thoughts with us, we truly appreciate your feedback. We are pleased to hear that your concern has been addressed and we value your input in helping us improve.
If you have any further questions or concerns, please do not hesitate to reach out to us. We are here to assist you in any way we can.
Thank you once again and we hope you have a wonderful day!
Spirual Support Team
They're very helpful and informative to the issue and had a good outcome
They give me my refund and i was happy with the help of the staff.
1 December 2024
Unprompted review
Reply from Spirual
Hi Rolando,
We are pleased to inform you that your case has been successfully resolved by our customer support team on December 4, 2024. If you require any further assistance, please do not hesitate to contact us.
We appreciate your feedback regarding your experience with our team.
Thank you for your continued support as we strive to improve and provide the best service possible.
Spirual Support Team
Very disappointing, terrible service
Name Paul Gerrish
Order number 13052099x 0x6bln.
I am writing on behave of my partner Paul who purchased one waterfall incense holder back in September for my birthday.
He experience problem from start, they send and charged him for two. When I looked on line to buy more incense cone I realised the same product is sold much cheaper. He decided to send it back and paid £15 at post office , Spirual send a return label and specified they need ticheck product before issued a refund.
They asked for a post office receipt, which , the package was send on 30/09/24. On Saturday the 2 of November The post men retun the package stating unclaimed the address was somewhere in Lithuania.
I have email them , they did not even reply. Very stressful and unprofessional.
25 September 2024
Unprompted review
Reply from Spirual
Hi Grazia,
We are pleased to inform you that after carefully reviewing your issue, we have successfully addressed it as of November 14, 2024. If you require any further assistance, please do not hesitate to contact us.
Thank you for providing us with your valuable feedback following the resolution of your issue. Your input is highly appreciated and helps us in improving our services.
Your contribution to our development and growth is greatly valued. Thank you for your continued support.
Spirual Support Team
Updated
Update on my review got a phone call and I'm getting refund of my money company apologised so yea alls good thanks to trustpilot so just updating my review very prompt and all sorted
9 September 2024
Unprompted review
Reply from Spirual
Hi Miriam,
Thank you for sharing your thoughts with us, we truly appreciate your feedback. We are pleased to hear that your concern has been addressed and we value your input in helping us improve.
If you have any further questions or concerns, please do not hesitate to reach out to us. We are here to assist you in any way we can.
Thank you once again and we hope you have a wonderful day!
Spirual Support Team
I purchased several of the waterfall…
I purchased several of the waterfall from this company. I gifted 1 and decided to keep one. The cones when lit do not give any pleasant fragrance at all. All I was left with was as an awful smell like when wood had smouldered, the smell lasted for days. The person that I gave one to as a gift had the same awful experience .
I am very disappointed with them. Ja fox
16 August 2024
Unprompted review
Reply from Spirual
Hi Janet,
We are pleased to inform you that your case has been successfully resolved by our customer support team on August 24, 2024. If you require any further assistance, please do not hesitate to contact us.
We appreciate your feedback regarding your experience with our team.
Thank you for your continued support as we strive to improve and provide the best service possible.
Spirual Support Team
Reply from Spirual
Hi Patrick,
Thank you for providing us with your valuable feedback. We are pleased to hear that your concern was addressed to your satisfaction and we truly appreciate your input towards our continuous improvement.
Should you have any further inquiries or require assistance, please do not hesitate to reach out to us. We are always here to help.
Thank you once again and we wish you a wonderful day ahead.
Spirual Support Team
This was bought as a gift for a friend…
This was bought as a gift for a friend some distance away so unable to give any personal testimony, but she said she loved it !
22 February 2024
Unprompted review
Reply from Spirual
Hi,
We appreciate you taking the time to provide us with your feedback about Synoshi and delighted to know that we were able to meet your expectations.
We value your business and are grateful for your support.
Have a great day!
Spirual Support Team
Waterfall
Not only is this product calming and relaxing, it is also beautiful to look at. Definitely going to order more.
21 December 2023
Unprompted review
Reply from Spirual
Hi,
We appreciate you taking the time to provide us with your feedback about Spirual and delighted to know that we were able to meet your expectations.
We value your business and are grateful for your support.
Have a great day!
Spirual Support Team
Great customer service
A bug with the order and delivery but a great customer service team and beautiful waterfall incense burners
22 December 2023
Unprompted review
Reply from Spirual
Hi,
We appreciate you taking the time to provide us with your feedback about Spirual and delighted to know that we were able to meet your expectations.
We value your business and are grateful for your support.
Have a great day!
Spirual Support Team
RETURNING PRODUCTS COSTS MORE THAN THE PRODUCTS
I ordered 4 burners and two packages of incense cones for Christmas gifts. Firstly, I was charged $42 customs fees which I wasn't advised of. 2ndly, the first water fall that I opened had several brown spots inside the burner and a tiny broken piece inside. I burned a cone. It lasted only 8 minutes. My house smelled like a dirty ashtray after the cone had burned. I opened a 2nd burner to see if it too had brown spots inside it. It didn't. I contacted spirual.com to return the products, as they advertise can be done within 30 days. They told me that I couldn't return the opened packages, even though I thoroughly washed the burner and re packaged it and it was received defective. The burners came from the U.S. They provided a return label (they would only offer me a refund for the 2 unopened burners, even though the 1st one was defective). They advised that I would have to pay shipping and sent me a link to print a return label. The address on the label is Lithuania. I took the box of 4 burners and cones to the post office and the charge to return the products would be $248.14 (more than I paid for the products). I emailed Spirual's support department and advised them I was not happy about this. Their reply was they don't have any shipping partners in the U.S. (then how did the products come from the U.S.) and that the only return option is Lithuania. This is SCANDULOUS!! I am out of pocket $182.44 NOT HAPPY!!!!
UPDATE Jan 6/24: Through Trustpilot, Spirual has made the above situation right. They have refunded me the full price of product. I have verified I received the refund. Thank you Trustpilot and Spirual.
29 December 2023
Unprompted review
Reply from Spirual
Hi Janine,
We are pleased to inform you that your case has been successfully resolved by our customer support team on January 3, 2024. If you require any further assistance, please do not hesitate to contact us.
We appreciate your feedback regarding your experience with our team.
Thank you for your continued support as we strive to improve and provide the best service possible.
Spirual Support Team
Failed delivery
Ordered and paid for 3 at the beginning of December and in spite of several emails with (useless) tracking info, a phone call trying to sell me additional cones and also assuring me I would receive them by Christmas and telling me they would "look into" my non delivery, still nothing received. Beginning to think money and product have gone up in smoke !!
Update 20th January
After this review on Trustpilot I was eventually contacted by their customer service department.
They were still unable to find out where my delivery was supposed to be but did give me a full refund. I was also sent a kitchen knife as a gesture of goodwill !! Nice but doesn't give quite the same ambiance as the incense burner !!
27 December 2023
Unprompted review
Reply from Spirual
Hi Mr. S,
We’re looking specifically at your case, and we can confirm that it has been successfully resolved by our customer support team. Please don't hesitate to let us know if you have any other questions, and we'll be more than happy to help.
Thank you for sharing your experience with us. Your feedback is very important to us, and we appreciate your patience while our team addressed your issue.
Thank you for helping us with our development and learning.
Spirual Support Team
Waterfall Insense Burner
I love this Product
Waterfall Insense Burner is soothing relaxing and smells real nice the only Drawback is that the Insense Cones are burning too fast
9 out of 10
7 December 2023
Unprompted review
Reply from Spirual
Hi,
We appreciate you taking the time to provide us with your feedback about Spirual and delighted to know that we were able to meet your expectations.
We value your business and are grateful for your support.
Have a great day!
Spirual Support Team
Relaxing
Enjoy Spirual incense burner. Relaxing to watch. Incense is expensive but is good Quality
19 December 2023
Unprompted review
Reply from Spirual
Hi,
We appreciate you taking the time to provide us with your feedback about Spirual and delighted to know that we were able to meet your expectations.
We value your business and are grateful for your support.
Have a great day!
Spirual Support Team
Helps me being more consistently with…
Helps me being more consistently with me time
15 December 2023
Unprompted review
Reply from Spirual
Hi,
We appreciate you taking the time to provide us with your feedback about Spirual and delighted to know that we were able to meet your expectations.
We value your business and are grateful for your support.
Have a great day!
Spirual Support Team
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