The Organic & Natural Paint Co Reviews 

Auro paint is great, I have been using it for years. But do not buy it from this man!

Being on a tight schedule I ordered 10L for next business day delivery. It did not arrive. On trying to chase this I found that there is no telephone number available for this company, only an online contact form to which I only got a reply from over 48 hours later.

I spent 2 days chasing the order with the delivery company and Auro themselves also did this and finally it arrived 48 hours late.

Organic & Natural (Chris) finally responded to my contact message after this. I asked for a refund of my delivery charges but only received £4 (difference between business and normal). Also no apology for the inconvenience that had been caused. Not really the sort of service you would expect when spending over £90 on a pot of paint!

24 July - Well I see that 3 months later that there is a response to my review. To be honest this just smacks of someone trying to clean up their trust pilot standing. Let's be clear it was impossible to contact this company at the time. Live chat was not available..... I worked in IT for 30 years and if it was there I would have used it. I spoke to Auro at the time and they said my experience was not uncommon. £4, no real apology, lieing and trying to blame others and the customer is classic behaviour behavior of a company who do not understand what real customer service is.

I've bought 2 tester pots of paint to touch up some scratches in my babies cots. It was a true match and did set very well.
If I've needed more, I'll have definitely bought a big size.

Very happy with the product, we had some delivery issues and it came late but Chris refunded my delivery charge and gave me a £10 voucher to make up for it. Just had one of the bedroom floors done and it looks beautiful. No toxic smell, and a lovely finish. Thank you Chris

Krystyna

If I could give minus 5 stars I would

I apologise now for the length of this post but there is a lot to say. The short version is that Chris Ridley has the worst customer service I think I have ever come across and I won’t ever use any of his companies again, of which I have found there are many!

From the other reviews it seems if you don’t have a problem then it’s all fine. However, I think a company’s true worth is shown when there is a problem, so I would recommend you read his response to his negative reviews. You’ll see that with every negative review he responds and blames the customer. I will therefore list my complaints and also deal with what I expect his responses to be.

My daughter needed paint for her Art Degree Show. This event is culmination of 3 years work for the students and is their last assessed piece of work for their degree.

Stage 1
Her first order was for 3 testers as recommended and with an advertised delivery date of 1-2 days. She ordered them late Monday evening so knew she needed to allow an extra day but as she was ordering them on Monday night and her timeline was that she needed them by Friday morning at the latest she thought that would be enough time. They arrived on Friday afternoon and they were delivered to her billing address not her delivery address. They were also left in an unsecure location complete with her personal details. Arriving late and to the wrong address meant she had to order her paint without being able to test the colours; rendering this whole order useless.

What I expect Chris Ridley to say…
I expect him to say that they cannot be held responsible for the shipping times and the behaviour of the delivery person. However, he feels comfortable to advertise expected shipping times and to say that parcels will not be left if no one is in. He will also say that it says in the terms and conditions that first orders have to be delivered to your billing address. I have never known this with any other on line company and if that is the case then why not make it impossible to add two addresses or contact your customer when you receive the order and inform them of this.

Stage 2
As the testers had arrived after 12pm on the Friday my daughter had to order her colours and order them without having seen the testers. She paid for express delivery which was to be by 10am on the following Monday. The delivery arrived at 9:59 she checked the labels on the tins which were correct and headed onto Campus.

When she opened the tins she found that although one tin was labelled as ‘Pale Spruce’ the colour was incorrect. When ordering, because she wanted a colour from the previous colour chart she contacted Chris Ridley and he told her that that would be possible and gave her ordering instructions to follow, which she did. The tin certainly came labelled correctly but the colour was incorrect.

I then started contacting Chris Ridley as my daughter was trying desperately to get her wall painted in time and get ready to display her work, this is when the problems began. I told him the colour was incorrect and asked to discuss this with him on the phone. His immediate reaction was that my daughter had sent through the instructions late and it was her fault. In fact what I think he had done is looked at the dispatch information for the testers not for the paint and the tin had been re-labelled correctly so this argument was incorrect.

My daughter has sent him pictures of the paint so he could see that the colour was incorrect.

He could have solved this by talking to me on the phone and sending my daughter a tin of paint to campus for 9am the following morning but no he couldn’t do that. Instead he took the stance that it must’ve been our error or someone else’s error but he did nothing to help resolve this.

We then had to source the paint from elsewhere otherwise she would’ve missed her assessment deadline.

I have now been emailing Chris Ridley daily for 2 weeks. He will not ring me to resolve this and his responses to my emails are sporadic, on one occasion taking 48 hours.

What I expect Chris Ridley to say…
He is going to say that he replied to every email and has tried to resolve this with Auro UK, the supplier of the paint. He is essentially going to make it everyone else’s problem but his own. Several times I had to remind him that he has the legal responsibility to resolve this.
He is going to say that he sent a courier to collect the incorrect paint so that it could be investigated and we refused to give the courier the paint.

Stage 3
We did indeed get to a point where Chris Ridley said that we needed to pack up and return the paint to Auro and supplied an address for the return. I enquired as to who was to pay for this return and got no response until 9:10pm. As he sent the email so late, and chose not to copy my daughter into the email, we didn’t see it until the morning. At no point did he enquire as to where the paint was or when would be a convenient time to collect it, in order to ensure someone was in. Instead the courier arrived at 10:30am to my daughter’s home, she told him that we hadn’t seen the email and that the paint was still on her University Campus.

Stage 4
Finally then, Chris Ridley says he will refund the cost of the one tin of paint that was incorrect. He also finally apologised for any inconvenience, 2 weeks later!

My daughter has paid for 3 testers, 2 tins of paint and express delivery a total of 92 pounds; he has refunded her 29 pounds. In fairness she has used the white paint which was correct. However, I truly think if you’re going to treat customers like this you need to go above and beyond

In his final email to me he wanted me to feel grateful that he has covered the cost of the ‘refused’ courier and to appreciate that they are not an ‘Amazon style company run by robots’. My stance is that if you want someone to understand that you’re human then behave like one! Apologise and put things right…don’t end up with a review like this!

I ordered a pot of paint and it never turned up, nor did I find a card. After a month I started wondering what was going on and sent an enquiry. Chris confirmed that the paint got delivered the day after my order had gone through. Except it obviously got taken to an address different from mine. Chris was assisting me to get to the bottom of it by liaising with the courier and they provided him with a copy of the signature from which I worked out that the delivery went to my local newsagents who astonishingly kept the paint for nearly 5 weeks and I managed to retrieve it. I had prompt and plentiful communication from Chris throughout the process. I can't fault the company, it's just a shame that the courier let them down this time.

It makes sense. Organic all the way

I ordered the incorrect paint, cancelled the order following contacting the company & subsequently ordered the correct paint. The first order arrived followed shortly by the second order and I have been charged for both. After two months and numerous emails, I still have the incorrectly ordered paint and no promised refund. Last contact was the 19th February, I have given up on the refund and will instead shop elsewhere next time.

Terrible customer service! Took no responsibility for the paint they sold. False advertising ; looks off-white on website, in paint can , called ' chartered white' but GREEN on the walls! Basically blamed Auro , even though they sold me the paint. Waste of £121. I recommend Lakeland ecos paint - I had no problems whatsoever with them.

I would recommend this company as the service was good, with good communication and a fast delivery. I bought a wood varnish that was easy to apply in three coasts and gave good results. The downside was that after varnishing a fishy smell hang about for a week, until I was happy to sleep in the room where the piece of furniture was.

Really pleased, we paid a bit more for this paint having bought a small cottage but it was worth it, easy to order, sample pots available and quick delivery.

Very pleased with the product. Bought the anti-mould tester pot and got one for free as they were offering a special deal, so that was a bonus! Good quality paint, went on easlily, only minor thing was that the tester pots are rather small, so you would need to buy two in any case. Otherwise, will definitely use this company again :)

Very happy with the customer service and the delivery! Highly recommended!

Very accurate products description, easy to order and delivery received on time as advised. Very good product even better than what I had hoped (Auro hard wax No 171).

Great floor wax, no chemical smell, natural product. Will use again.

My experience has been very positive, orders are processed quickly and efficiently, the only down side has been the change to color chart. Sending for paints from the old chart and receiving paint with unknown names has been confusing. Plus I've not been able obtain a new color chart.

I ordered samples that never arrived and to date neither has the refund.

I ordered 2 tester pots and paid almost £10. They didn’t arrive and when I called 10 days later was told that they broke en route and would be sent again. A month later, nothing. I now have found a local supply of eco paint. A waste of money.

Product arrived swiftly & in perfect condition. Website is easy to use - v user-friendly with option try tester pot before committing to bigger purchase. Product smells nice is easy to use & is accurately described - so far so good for the coverage expected, time to dry & odour. I will definitely be using this company again!

All good - website clear, delivery quick, paint very good.