Hollandandbarrett Reviews 

H&B buy one get one free offer is not clear enough and can be misinterpreted and when I raised the issue in store (Brent Cross) I was told that’s just the way the system was and even though this has been fed back, nothing will been done. I ordered 2 bottles of vitamin D3 thinking I would in fact receive four but when I went to collect in store, there were only two bottles….apparently, you have to choose 4 bottles in order for the online system to process the bogof. It is very easy to think that if you choose four, you may end up with eight hence the confusion….

Sale Assistant helpful with selecting products however did not check to see if I had any available discount codes on app which I did . Will know for next time but an expensive mistake

My local store in Hackney, London was helpful and has always been. However my dissatisfaction arose when I brought these same said products on line. Buy 1 Get 1 Free took on a different connotation. Products that you should get under this purchase was now interpreted as get the cheapest item free. This was not how it was done in store. When I challenged this solution to the issue raise, the offer was rescinded. I try to cancel my contact and still they continue to fill my inbox with their emails. PLEASE STOP!.

If I could give Holland & Barratt Customer Services zero stars, I would right now! I spoke to one representative in South Africa and the service I received was so bad, on top of which I have spent over two hours trying to put an order through and use some of my savings that I have on my app.
The first representative made me go through every item that I wanted, and kept repeating every unnecessary detail, when I told her there was no need as there was one of every item, and the price changes once it’s in the basket so there’s no need to tell me what it is. She ignored me and continued to ask me the same questions on every product! She then argued with me over the tota, when in fact she had forgotten to include one of the items, but was still charging me more than I had on my side.
The reason why I phoned them was because I couldn’t add any of the promo codes to the basket and I wasn’t sure about adding my savings. Anyway, after she put hung up on me, I called back and I then spoke to someone else. She was a lot more competent but she was arguing with me over paying £3.50 for the postage. It said delivery was free over £35 which is under what I spent after deductions/ promos. The original cost was £60 before deductions. However, my £17 personal savings bought the amount under £35, but it went from being free, to being chargeable. The £17 should not be considered as a deducted amount to bring the threshold under £35 as these were points I saved. Anyway the second assistant kept going quiet on me; she said she was allowing me to talk but everytime I stopped talking there was a massive pause and silence for longer than normal, so I wondered what was going on. I wasn’t rude at all but I am upset and frustrated after being on the phone and the app for 2 hours! To make matters even worse, the 2nd assistant put the phone down on me too! I’m actually shocked by the treatment I received. H&B website is just dreadful, and in fact, every time I’ve placed an order online I’ve had issues, so I doubt I’m ever going to shop there again, after this.

Dear Grace,
Thank you for your reply, but I’m actually shocked that you replied here instead of emailing me. Offering me £10 too isn’t going to cut it either.

I placed an online order for collection on the 18th July.
Two weeks later I haven’t had my delivery but have had an email saying H&B hope I’m enjoying my items.
I’ve now had an email to offer a review.
I have still not had my delivery.

I ordered online Dr Organics Rose facial oil, it suits my mature skin. The order didn’t take long to arrive.
Would recommend.

I had been trying to buy Lysine Balm for quite some time.
It was always out of stock at all the different stores that I visited.
I looked online and it was out of stock there too. However, I was given the option to tick "Let me know when it is back in stock"
After quite a while, I received an email to say it was back in stock online. I ordered two tubes and asked for them to be delivered for free to my local store. I am very pleased that I have finally got the Lysine.
(I was given a good tip by a member of staff at a H & B not local to me. Use Nipple Balm on your lips as the ingredients in that are very good for protecting lips too)

The staff in the stores I've had quite a few issues with them being very disrespectful believe or not considering it is a health awareness shop when I have communicated this with the customer service teams they've always been extremely supportive and helpful they respect their customers on a broad brand scale so I will be continuing my custom with this company as I really do appreciate the exceptional support.

Since I can’t reply to Holland and Barrett

I am reviewing again. despite already being aware my delivery was running late, Holland & Barrett chose to send the item via Royal Mail Tracked 48 rather than Tracked 24. This decision alone added unnecessary delay to an order that was already time-sensitive, and it is difficult to understand why a faster service wasn’t used given the circumstances were already known.

In addition Royal Mail then delayed the delivery by a further day on top of this.fhere is no information as to why , and when I rang Royal Mail they said it’s due to not having staff. The whole of yesterday is not even showing on the system . Nothing is logged for the 29th ! Honestly you can’t make this stuff up.

Since raising my initial complaint, the only response I have received has been replies to my Trustpilot review and email, which addressed the tone of the situation but did not offer any practical solution. No steps have actually been taken to resolve the issue, nothing was actually attempted to remedy the situation. All I have is replies whereby customer service confirms they understand what I raised.

I ordered my items on 26 July 2026, estimated click and collect time was 27 July. Today is 30 July (cricket sound)... still nothing.
Customer service team tells me something about 4 days for delivery. Website is showing that at checkout you get the most accurate date... IT IS A CLICK & COLLECT...
I used the estimated click&collect date to plan, but it seems its not trustworthy now.

Refund/replace button is enabled on the app... after clicking it...(guess what) .... it is apparently not possible to refund or replace.

No emails regarding delays, although website is stating there would be... probably next year.

Complete misalignment between customer service team and website/app information.

I have been a loyal customer for a few years now, its probably time to reconsider as its getting worse.

Very disappointed and frustrated.

H&B team either replace the order for click & collect next day which 100% is going to be delivered or please have a courtesy to refund my money ASAP. I do not have time to go back and forth. And this is not the way you should conduct business if you want to retain your customers. There is plenty of other options for customers, so you should appreciate loyalty as a privilege, not a given.

P.s. I don't need your 15% discount vouchers for my next shopping as I don't think I'll buy anything AT ALL if my issue is not resolved.

Love this store! Great products, well priced, awesome range, really love the Dr Organic Rose Otto face wash, enriched Nightcare cream and toothpaste. Friendly knowledgeable staff.

I ordered some items yesterday and they arrived in less than 24 hours hand delivered by a smiling postie. What a difference it makes after receiving items dumped on a doorstep from other online delivery services.
More importantly, the identical items were far more expensive on Amazon.

Dreadful experience

The products are the best you can find . We are using a diverse range of products and all of them are at highest quality.
Staff in the shops are always there to help and guides you weather you're looking for.
Recommend 100%

From start to finish the experience was great delivery was at the time stated.
I was kept informed by email so I was aware the product was on its way.

Contacted customer services concerning a recent purchase. Both people I spoke to regarding my concerns were very unhelpful and did not listen to my view. Will not be shopping with them again.
Both people I spoke to said that they would pass on my concerns and I would receive a call back. Obviously this has not happened as I wanted the opportunity to explain to someone who would listen to my concerns. This has just convinced me even more that there is a lack of care at your customer services.

Everytime I've ordered on-line, the delivery is accurate and very quick. Lots of products are available on offer too.

Shady practices. They ask you to review products but then do not publish the reviews if the rating is particularly low! Hence most (or all) of the products on their website have artificially high ratings.

Terrible experience with very unhelpful customer service agent. Royal Mail messed up the delivery, as the company I purchased from you request Royal Mail to return the package. But you didn’t. £35 down the drain, not recommended!!!

I’ve been a loyal Holland & Barrett customer partly because I believed the company’s environmental values matched mine. Two recent orders changed that.
Both arrived the same day, in identically sized boxes. One held a single 30ml serum, packed with a large volume of paper filler, and required me to be home to sign for a courier delivery. The other, same size box, held around ten products packed efficiently with minimal filler.
I’d been told the serum was delayed by one day. Rather than holding the full order and shipping it together, which the second box shows was entirely possible, it was sent separately: an extra box, a significant amount of packaging waste, and a second signed delivery, all to save one day. And I actually received both boxes on the same day.
Customer service replied quickly and by name both times, which I appreciated. But when I raised that I chose this company for its environmental positioning, that point went unaddressed the first time, and the second reply was upfront that individual feedback doesn’t lead to guaranteed policy change. Compensation offered was 300 loyalty points, not a refund or credit for the actual waste created.
If sustainability is core to this brand, packaging and shipping practices need to reflect that, especially for single small item orders that could easily use letterbox sized packaging instead of a full box and courier delivery