I’ve been loyal to this "92" body lotion for several years now, ever since I first discovered it in Hong Kong. Back then, it was a hidden gem amongst beauty brands. What truly captivates me is... See more
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Review summary
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Reviews shaping this summary
I placed a small order of True Grace products which arrived within a couple of days. Room diffuser refills of my favourite fragrances. I like to have different fragrances in different rooms and my fri... See more
Company replied
I bought the Black Lily reed diffuser refill after smelling it at a friends house. It is an amazing scent and super long lasting! I went away on holiday for 10 days and when I got home and walked thr... See more
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Tried the Wild Mint diffuser for the first time to help with the whiffy under sink cupboard in our new kitchen. What a difference! Definitely the “strong fragrance” promised and as replacing the sink... See more
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Company details
Written by the company
Makers and purveyors of fine perfumed goods, toiletries and dining candles. All our products are hand-finished in our carbon-neutral factory utilising age-old techniques and sustainable ingredients & packaging. Founded in 2003, we remain an independently owned business.
Contact info
Roman Way, Crusader Park, BA12 8SP, Warminster, United Kingdom
- enquiries@truegrace.com
- truegrace.co.uk
4.8
Excellent
145 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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I love Truegrace products, but customer service is appalling
My previous review sadly didn’t age well but I have left it up for now because at the time I was very happy…
I love Truegrace products, initially being drawn to them as they felt like a small independent business. I like to support the smaller brands, especially ones with eco credentials and a commitment to sustainability.
However I have to echo the other reviews that customer service is appalling and certainly doesn’t match the vibe they are trying to portray, which is a huge let didn’t for me. Truegrace customer service definitely doesn’t make you feel like a valued buyer, in fact you feel like a number, just as you would with a big brand so then your USP starts to fade.
I needed help with my Christmas shop. Had over 7 items in my basket, but had a query about using my loyalty points (loyalty goes both ways) and it was like tumbleweed. No reply to instagram comments, no reply to a dm, eventually emailed and they did reply but it was cold, generic and by this time my chosen products had gone out of stock and my double points offer had timed out.
The lack of bother to address or help the situation made me realise I didn’t want to shop with a brand that cares so little. Sad because I do really really love their scents and values.
Truegrace owners I really hope you read this review. You’ve put so much work into staying aligned with your values for the environment (which I admire) but you are massively let down by your approach to customer service and I say this as someone working in marketing. I really hope you review/improve things otherwise I cannot see me returning.
December 4, 2024
Unprompted review
Reply from Truegrace
Hi Lucy, thank you for your feedback. Sorry that you hadn't received a response via our Instagram account. We had missed these messages but have now set-up notifications so we aren't missing contact via our Social Media when someone comments on a post. We did have an auto-response set-up for DMs so I have asked our team to check the settings on this to understand why you never received this.
I can see our team offered a 15% off code by way of apology already. I know you have mentioned that the products you wanted to order have gone out of stock. If you would still like to order these or would like us to let you know when they might be back in stock, please get in touch at enquiries@truegrace.co.uk and we can advise further. We would be happy to honour the double points you would have received on your original order as well.
Again, please accept our apologies.
Well packed and quick delivery
I love True Grace products, they always smell divine and last well.
November 22, 2024
Reply from Truegrace
Hi CB, thank you for the positive feedback! Glad you like our products
Reply from Truegrace
Thank you for the positive feedback Carole
Stunning Fragrance!!
Stunning Fragrance! Lasts for ages and is a timeless favourite!
November 21, 2024
Reply from Truegrace
Thank you for the positive feedback Caroline. Glad you like our fragrances
Great product outstanding company
Outanding product the candles sent the room even when not lit my wardrobe has never smelt so good with the leaves hanging inside will be ordering again.
November 21, 2024
Reply from Truegrace
Thank you for the positive feeback. Glad you like our products.
True Grace
True Grace? True classics! Been using them for years. Delivery always prompt and reliable. Truly memorable fragrances - recent converts to the oils - and we’ve become huge fans of their dining candles! Long lasting and the perfect colour pop for any season and any occasion.
September 23, 2024
Reply from Truegrace
Thank you for the kind words Richard. Glad you're a fan of our products!
Beautifully simple with gorgeously scents.
I’m new to true grace and was very pleasantly surprised.
Beautiful product at really reasonable prices and the scent is sublime. It’s seems like it’s soo much more efficacious than other brands.
The customer service was fab too - shout out to Abbie who was so helpful. So glad I found you.
I will be a returning customer.
November 20, 2024
Unprompted review
Reply from Truegrace
Thank you for the positive feedback Bunty. Great to hear you are a fan of our products. We will pass on your feedback to Abbie as well.
Love everything at True Grace
October 23, 2024
Reply from Truegrace
Thanks Paula, glad you enjoy our products
Reply from Truegrace
Hi Chris, thanks for the positive feedback.
I recently had the pleasure of…
I recently had the pleasure of experiencing an incredible room diffuser during my stay at the Pillow Hotel in Ghent, and I can confidently say it has transformed my home into a fragrant oasis. The moment I walked into my hotel room, I knew I had to bring this smell home!
After some research, I found the brand of the diffuser and promptly ordered it to be shipped all the way to Florida.
The uplifting fragrance is simply divine—perfectly balanced and not overpowering, making it suitable for any occasion.
If you're looking for a way to elevate your living space and create a warm, welcoming environment, I highly recommend getting this diffuser. Trust me, you won’t regret it!
October 23, 2024
Reply from Truegrace
Thank you for your kind words Rita. Glad you enjoy our scents and products :)
I love True Grace products especially…
I love True Grace products especially the Moroccan Rose. When I enquired about out of stock items I got a very quick and charming response. Website easy to navigate and delivery prompt
October 23, 2024
Reply from Truegrace
Thank you for the positive feedback. Glad to hear you're a fan of Moroccan Rose, it's one of our favourites too.
Efficient service and lovely products
September 24, 2024
Reply from Truegrace
Thank you for the positive feedback. Glad you like our products.
Super quick delivery and gorgeous…
Super quick delivery and gorgeous products as expected
September 24, 2024
Reply from Truegrace
Thank you for the positive feedback Marie. Glad you like our products.
Great Purchase
Products are beautiful. I received them in the expected timeframe and they were well packaged.
September 23, 2024
Reply from Truegrace
Thank you for the positive feedback Josie
Everything from start to finish
Everything from start to finish - very efficient service as usual.
September 23, 2024
Reply from Truegrace
Thank you for the positive feedback!
Lovely products but stock an issue
Lovely products, good communication and quick delivery. However the products I like the most are always out of stock and I end up having to buy them elsewhere. I would prefer to buy direct from True Grace, but this happens too frequently unfortunately.
September 30, 2024
Unprompted review
Reply from Truegrace
Thank you for the feedback Gill. We have passed your comments on to our stock team and hopefully, we can get back into a better position with our stock levels soon.
Fig hand and body wash
I was kept informed when the product came back into stock.It was sent very and was every bit as good as described.I will be buying again.
August 22, 2024
Reply from Truegrace
Thank you for the positive review. We're glad you liked the Fig wash.
Reply from Truegrace
Thank you for the positive feedback
divine and inspiring
August 27, 2024
Reply from Truegrace
Thank you for the lovely feedback, we hope you enjoy your products
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