If I could give zero stars I would
If I could give zero stars I would! I would definitely not be purchasing from this retailer anymore.
I placed an order, and used my £5 points on this order. Unfortunately, I requested to return the order as I realised the wrong item was ordered. The order was not opened, box in original condition, and sent this back via postage shortly after. I received a refund of the item but not the points. Their points system is not the best, not only is it hard to attain enough points to use a reward, but points was not returned to my rewards earns when the item was returned. Their website stated full refund to be sent excluding 3.99 delivery. But this was not true. I received a refund and not the £5 that I used with my points. Their customer service is also the worse I’ve seen. Not customer care empathy or courtesy. It was like being penalised for returning the item which was not even opened or used.
Reply from Naturalistic Products
Hello Sachia,
Thank you for sharing your feedback. We’re sorry to hear that you were disappointed with your experience.
To clarify, your refund was processed in line with our stated returns and loyalty policy. The £5 used on your order was a loyalty reward redeemed using points, and refunds are issued for the amount paid after any rewards or discounts have been applied. Loyalty rewards are considered redeemed at the point of use and aren’t automatically reinstated following a return, which is standard across most loyalty programmes.
Our website states that refunds are issued excluding delivery charges, which was applied correctly in this case.
We understand that returns can be frustrating, and we always aim to handle them fairly and consistently for all customers. While we’re sorry this outcome wasn’t what you had hoped for, we did process your return in accordance with our policies.
Kind Regards
Team Naturalistic