Rituals — Local services in London

This is a review for head office regarding their online service not the store. Where to start!? I have been a Rituals member for a while and have placed many orders through the site. However, I have had days of trying to sort out an issue with Rituals taking over £600 worth of monies from my accounts and having nothing to show for it!

I placed an order for an item that was £173 (an considerable amount of money for one item), I received an acknowledgement from PayPal and not Rituals. After finally getting hold of someone I was told that indeed Rituals had taken the payment but not processed the order.

I was told that I would be refunded within 2 weeks(!) and to try again. I did this and the same thing happened, at this stage Rituals have taken payment twice without their system actually generating the order. I have suggested that 'maybe' there is a huge issue with the website processing payments and not processing the actual orders and this may be quite urgent and should be escalated.

My husband then tried to order the same item using a different browser, different payment method and different email, guess what....same again! So at this point we have had over £500 processed by Rituals and taken from our accounts with no order.

My husband then spent over an hour on the phone with an advisor who promised to refund the monies and suggested they try to process the item over the phone, well would you believe it? The same happened again, so Rituals now have over £600 of our money with not a single order processed

I have spent time trying to communicate with a 'bot' on Instagram just wishing me a nice day and offering me discount codes, which I can't use as your website will just take money from me and NOT process an order.

There is clearly something major going on with your systems, and we are not kept in the loop. Safe to say after attempting 4 times to purchase a Christmas present we...

This is a review for the UK head office who's address is also here, I guess above the shop. This is not my thoughts on the customer facing store front. Please, please review and fix your online ordering process and your courier services. I have had continual issues placing and receiving orders for over 1 year now. I honestly cannot be bothered to continue buying from you. I have been trying to send your products as gifts but you are just not able to make that work which is unbelievable for a company these days. The website is abysmal, not user friendly and completely outdated. I have had to resort to ordering over the phone on occasions and the poor customer services team are not able to do simple order related topics over the phone with the systems you have in place. How can you have such wonderful products and still make it so difficult for customers to purchase and send them. After yet another disaster with you last week, order information incorrect, order lost, order supposedly delivered but who knows to who as recipient not received it. I am at a loss with you and...

I never shop at Rituals because I only use natural cosmetics. I only went into the store because a friend likes to shop there. The shop looks very inviting and we were offered a tea to try. You can test all products and get a member card, which gives you additional benefits. I know that it is not natural cosmetics and I told my friend that too, a saleswoman who works there heard that and assured us that it is all natural. If you look at the ingredients or check them with an app, you can see that the ingredients contain polymers, petroleum or palm oil, among other things, and that they are by no means natural cosmetics. The customers who do not know their way around are either deliberately lied to or the salespeople are...