Rituals — Local services in London

WHAT A JOKE!

I have been a Rituals user for a while now and have spent a hell of a lot with them since. I'm from Manchester so Westfield is not usually the store I would visit however, being away for a weekend I thought hey why not.

I'd spent well over £70 and was told there were no large bags available due to delivery issues. I explained that this would not normally be an issue however, considering I am catching a train to Manchester straight after shopping, it would not be feasible nor practical for me to carry such a large box in my hand. In my line of sight I realised they stocked the reusable bags and made a suggestion that I would be happy to purchase this at a reduced cost as of course the stock issue is not something I can be held accountable for.

The cashier said he needs to speak to his manager and messages were being passed back and forth which became very frustrating. I then requested to speak to the store manager directly. On arrival she was not sorry nor empathetic of my situation. I explained continuously that I am travelling with luggage and cannot hold a large box however she came across as unbothered. She then asked if I had a uni days or bluelight card (I don't)so she can issue me with a 20% discount, not off my order but just the bag (what a joke) by the way this bag was £7.50!. After the lack of care from her side I said I'd rather refund the product, purely down to the fact that I genuinely can't travel this way and she was clearly like 'ok'. The cashier next to this even said come on guys this is a joke, just give her the bag.

I took the liberty of making the manager aware that rather than aggravating the situation, she should be making an executive decision to settle the situation however she said no I cannot. She chose to give me a free small shower gel which everyone gets as a means to an end. It did nothing, only wound me up more if anything.

I can't express my disappointment enough. Such a large company, known for its luxury brand but disgusting customer service. Way to ruin...

Disappointed

Disappointing is the only word I have. I didn’t want to leave a 1 star review but the customer service at the Stratford Westfield was appalling. I popped in store Sunday to get a Black Oudh Diffuser specifically the 450ml. The store wasn’t busy and staff members weren’t very helpful on my arrival. I then searched for what I wanted as I knew exactly what I was looking for, during this time I wasn’t approached by a member of staff to help. There were two ladies behind the counter talking, I approached them for help and they were both reluctant. I asked for the diffuser one of the two ladies pointed where it is stocked and I then thought I must of missed something and went looking again. It wasn’t there so I went back to say it’s not there. She then check the back and came back and said it’s out of stock, then walked off not suggesting an alternative which was very disappointing. I then walked out of the store a little deflated but thought let me try again and this time someone was stacking the area of the diffusers and I asked him for help. POOR CUSTOMER SERVICE from the lady and on...

First time shopping in rituals . Visited Westfield Stratford Saturday 15th February . Wow what service ! Extremely welcoming staff and amazing service. My husband and I received green tea whilst the staff gathered up all my goods . ❤️Very informative about the products , I received my birthday gift and a welcome gift too! My husband also received a little gift 😬! I made 2 more purchases than planned and that was down to feeling relaxed and being informed items were on offer. I also purchased the genie and it’s so quick and easy to set up and was assured by the young lady I would not have any problems. It looks and smells amazing in my home .❤️ Well done to the young lady and young man who delivered excellent customer service ! (Sorry can not recall your names ) but you both did a great job and I will be back ! Please rituals these guys need to be told how...