Planet Organic Reviews 188

Planet Organic is one of my favourite stores in the city! The products are definitely on the pricey side but the quality is amazing. I would go there every week if it wasn't so far from my flat.

The packaging wasn’t great so one item arrived damaged and leaked over other items. The customer service staff refunded all the affected items within about an hour of the initial complaint via email - they replied at 4:00pm on a Sunday. Great customer service.

Delivery service is absolutely shocking, dpd and planet organic just go hand in hand, 2 very incompetent companies have collaborated, this in my eyes spells disaster, customer services at either place not willing to take responsibility for their incompetence and lack of providing a service that is expected. judging from 37% of their 1 star reviews and my own experience with the shambles of a dpd delivery, this will cost planet organic a lot of lost customers. I will never use either company again and recommend anyone wanting a basic service for their money to avoid too, you will be left having to blame yourself like it was your own fault for paying for something from them. Avoid

I have been racially profiled in this store time and time again. I am now scared to enter any store. As a black person I do not deserve this treatment. Why? I am writing this review today as I've really had enough.

Absolutely love the Tottenham Court Road Planet Organic, the hot food is amazing, healthy and reasonably priced.
£8.50 for a main and 3 sides.
Staff are delightful.
Highly recommend.

Would honestly give ZERO stars if I could.
Not sure how they run this company but its a shambles and pretty appalling. Worst customer service EVER, who just keep quoting their T&C's to avoid any sort of responsibility on their part when a parcel goes missing. Clearly clueless about consumer law when you get told as a customer you need to file a complaint direct with the courier as it isn’t anything to do with Planet Organic! Really??
Suggest their founder Renee Elliott, and current CEOs send OP back to school because she really needs it.
Started badly as NO email confirmation of your order which is basic for online shopping, they take your money and when your parcel is left by the side of a road by the most incompetent and lying courier company ever, DPD, ( who even DELETED photographic evidence that proved parcel negligently left on the side of the road to avoid paying out on a claim) you can say goodbye to your hard earned money.
First time of ordering, and the last.
Do yourself a favour and AVOID at all costs. There are so many other companies out there offering a professional service and doing a much better job, just read the other negative reviews, wish I had!
UPDATE: so it takes PO 5 days to respond to my email complaint & less than 8 hours to complain to Trustpilot about using their C/S first name only in my review! So no comments then about not refunding my money or any sort of apology on how they have treated me in such an offensive manner, or how they accept an untruthful and proven couriers word as gospel....that will be a NO then! That just concisely highlights this companies priorities, all about them and stuff the customer!

Most confusing food order system I’ve ever seen, staff disjointed and blamed me for not being there to take my smoothie when the smoothie they made was for someone else and they hadn’t actually made mine as 2 people at separate tills ordered the same smoothie at the same time. I was then handed a small portion of rabbit food for about £12 in a familiar looking brown tub that I later realised was the same one they hand out for urine samples in hospitals, must be for the p*ss poor service

Really happy with my Vitamix, which I had been debating buying for a few years. Easy purchase and delivery was quick. I managed to get it on sale too, so the price was excellent and cheaper than anywhere else I could find.

I placed an order to be delivered on 12 July 2022. The kombucha was packed with ice cubes to keep it cool. Excellent packaging and delivered on the day and time given by DPD. Goid service

I will no longer purchase from them. I spent £5 on a bad delivery, took half a day off, and the driver did not show up. In fact, he took a picture of a shop 300 metres away from my house and then left. I tried calling dpd customer service, but all I got was to rearrange my delivery and go to the pick up point myself. So, in addition to spending £5, I'll have to pay for fuel and take more time off to get to the pick-up location, which is not close to my house. I will never buy anything from Planet Organic again.

Had an item wrongly charged to my purchase which is fine I totally don’t mind cause mistakes happen and we are all human with lives outside work and sometimes our minds get distracted. However, the attitude of staff working there- wowza!! I would like to say that the gentleman reimbursing me is NOT who I am referring to.
I’m not sure why/ how most of the people Planet Organic hires are so utterly uninterested?! I worked retail too and I would never ever do a little dance/ wiggle behind the till or hold/move vegetables and shop items like they’re rubbish when moving them from aisle to aisle etc. Standing there waiting for my refund in front on the till looking around the shop was incredible. Great shop concept but train your people better.

Bought beef and chicken bone broth. Almost completely tasteless and texture of water. No body and real taste of chicken or beef. Must have been diluted massively if the stated method of manufacture is to be believed.

Great after order support, just like home hobbyist like me so often need. Thank you Li.

Can't wait. . . .

It's not ethical to trick customers for donations. Very disappointing

Really poor customer service. Probably one of the most unhelpful customer service I ever experienced. I placed an order last week Tuesday for Inika makeup as they had really good offers. I was contacted to say planet organic had ran out of stock which is fine it does happen. I was then told that they would get stock in but it would delay my order by a week- would I be ok with this and that they would refund me my delivery charges- free for orders over £50 such as mine:))). I replied to them and sent another follow up email to which I received no reply. I then contacted customer support who said the order had been dispatched!! (Mind you I never said yes, dispatch and delay it further, they just sent what they had in the store I guess) they cannot and will not offer any sort of compensation. The customer service agent I spoke on the chat, seemed totally unimpressed with the complaint which I kind of get it’s not her fault and she probably gets loads. She then offered 15% off my next order !! So order again essentially - LOL. I haven’t seen this”discount” applied on my account and won’t hold my breath either.
It’s now been over a week, I obviously paid in full, I have not received my order but will be receiving it in the next couple of days (fingers crossed). Really curious what it contains or if it’s further delayed cause of Easter. Not good enough customer service won’t order again

sends wrong items took a week to sort out telling me they can see on the camera that it was boxed well it wasn’t i waited in for collection of incorrect item sent when the delivery guy turned up with no label so it could not be sent even tho they told me he would have a label wasted my time again you can’t even call them to sort out an issue that could take two minutes it’s all done through email which is time consuming takes days you can’t even return in store i will never buy from this store again.. in response to your response it took a week sorry 8 days to make the arrangement because of your email process for collection you need a phone line for your customers it took 5 minutes when i called the store transferred me to ophelia but i was constantly being told you can’t call out and customers can’t call thank god for the store putting me through to wrap it all up instead of your email service which takes 8 days it’s taken longer for the correct item to be sent apparently it will arrive today i still do not have the correct item we shall see

I would like to make a complaint regarding your pet policy at your Westbourne grove store.
I have a small dog (less than 4 kilos) who I carry in with me when I go in daily to pick up a coffee/juice or buy my groceries.
The staff there have been so inconsistent about the policy on carrying small dogs. The manager has told me that small dogs are allowed in if carried, however I have been chased out on multiple occasions by staff and security, and told off in the queue in front of other customers most recently by a woman named Sharon who was quite rude and threatened not to serve me at the juice counter yesterday.
It's embarrassing and not the way I expect to be treated having been a daily loyal customer for 6 years.
I was standing well behind the counter holding my small dog paying for my juice...a metre and a half away (after a tray of covered cakes) were some open pastries. She actually went as far as telling me to move even further away as my dog hairs could fly over and contaminate the pastries. First of all my dog is non-shedding… but if contamination is such a worry cover your pastries! It’s not like customers are wearing masks or hair nets while choosing their pastries- And there is no protection from flies.
Notting hill is a dog friendly neighbourhood, I have no trouble taking my dog to Gail's, Waitrose, Bens etc.
It’s upsetting to have been given the go ahead and then to be chased out the next few times I’ve gone in.
The staff should be uniformly briefed on polices because it looks extremely sloppy to be so inconsistent.

I usually visit chiswick branch every week for our weekly shopping.We have a dog and a couple of months ago, during our visit to store, I have carried her on my shoulder and employees came and said to us that our dogs can be on foot in the store because they changed their pet policy.Even though it is alright , I didnt want to let her down so she was puppy and accidents might happen. Yesterday we went to store, and an employee came directly and said we are not allowed to enter store but we could leave her at entrance. We asked her is this the new rule or not. She said nothing but said dog is not allowed in store. If not, why every employee came and said to us dogs are welcomed in store for a such a long time. If the store has a strict policy for this , they need to put a visible sign on their entrance and every employee need to be fully informed about rules.it there is no change in policy, it is much worser as it would be a discrimination.

Hugely disappointed by my online purchase that I just received. (Order number 272347) All crackers are crushed to bits and I had bought them to give to a friend.