Oliver Bonas Avis 1 086

Paid for premium Saturday delivery for a Diffuser & Oil and received the devastating news that it would sent with nEvri. It of course never arrived on Saturday. Received email from Oliver Bonas CS to say that it should be delivered on Monday. I have the oil - but no diffuser.

Any company that uses Evri and has the audacity to charge you simply do not care about their service, just profits. Will not be ordering from OB again.

Contacted customer several times regarding a £182 order that hasn’t arrived and I get no response. Not sure what to do from here. Payment taken on the 31 December and no update from them or Evri.
Shocking customer service!!

Always friendly staff in their stores and a beautiful range of products that changes frequently. I may be a little addicted!

Excellent products and managed an order error in extremely helpful manner.

Wanted to buy a birthday gift so went to the website. Had problems with my usual browser, Brave, some sites do, even though it has 100 million monthly active users. Anyhoo, drop to MS Edge, got to checkout and selected paypal. When I clicked continue it said 'do you want to leave with unsaved changes?' Strange so I said no then it got stuck. Tried again, this time it said yes, went to paypal, selected my details come back to OB site. Clicked continue, same thing. Basically a constant loop. OK, lets try CC instead. Filled in details, clicked continue, button shows a spinning/pulsing circle, after 5 minutes gave up, tried again, same.

Gave up!

If you want that authentic 1990s early days of the web, nothing works properly, doing online payments is virtually impossible then give the site a whirl. Its abundantly obvious from a webdev/UX side of things this business is clueless. They have a business prevention department running in full flow!

I Purchased a pair of jeans as a gift having already purchased the same pair in a different colour, the size was totally different and needed to return outside of the 30day period as I was being organised with my gift buying. The customer service department refused to help in anyway would have been more than happy with an exchange or even a partial credit in store vouchers and received a flat refusal. Incredible disappointed with the service and would advise caution when purchasing gifts, when the company takes a belligerent attitude to customer feedback and returns policy.

Immediately dislike companies that use Evri because it’s 50/50 whether it’s going to turn up or not. Parcel didn’t arrive at the parcel shop, spoke to an Oliver Bonas bot that told me to speak with Evri, after I stated that my contract was with Oliver Bonas not Evri and that it’s not my responsibility to be contacting Evri, I got put through to a human employee who immediately refunded my order when actually what I wanted was a redelivery. I thought it was rude that they didnt ask me and then when I raised this, they said they didn’t offer reorders and that I can do that myself. This is why people shop on Amazon FYI - please improve your customer service!

The items did not arrive due to Evri. However the handling, or lack of, by customer services at Oliver Bonas is appalling. I have no goods ( they have done a return to them with Evri) I have no replacement goods on the way and no refund. They don’t refund till Evri confirms, and they can’t now refund because they have started their stock take!! I am so disappointed and angry 😡

I've just discovered their Christmas returns policy only extended to 7th January. I tried to return a gift in store and was told I had to return them online, because they'd been paid for with PayPal. The staff in-store failed to mention the strange timeline, which is frustrating because it was literally the day I'd tried to return them.

I'm now stuck with two pairs of shoes for £85 a pair in the wrong size, because of this company's poor policy.

I contacted Oliver Bonas to report a fault with a diffuser I had bought (buttons stopped working). Their customer service was exemplary. They responded quickly, understood the issue, suggested resolutions and sent me a replacement very quickly. I now have a fully functioning diffuser again. Can't recommend Oliver Bonas highly enough for this.

Customer service and returns are a nightmare

I booked an Evri home collection for a return, but the courier never showed up. Since then, I’ve contacted OB several times and still haven’t been able to get hold of anyone who can actually help.

The chatbot told me to contact Evri, which I did, but without a reference number they won’t assist, so I’m completely stuck in the middle.

I’ve now received an email asking me to rate the service before my issue has even been resolved which as made the experience even more annoying.

My return window is closing and I’m genuinely worried this won’t be sorted in time, through no fault of my own. This whole experience has been incredibly frustrating and has definitely made me think twice about buying from OB again

**EDIT after comment from OB:
what they are referring to as "and we are working on getting this resolved for you" is not true... They are not working on getting anything resolved, i have indeed emailed as mentioned in my original comment, but nothing has been resolved...
Why lie and misrepresent the situation??? what a farse!

Barrel leg jeans you still sell for £70 are of extremely poor quality and stitching came apart after 1 WASH....

As i don't live anyone near the shop (I was passing by one of your shops before Christmas), I am unable to return that faulty item and receive a full refund, which clearly violates my statutory consumer rights... Well done Oliver Bonas!

OB unable to provide replacement - as size out of stock and stock won't be coming back... They offered £17.50 issued to e-gift card partial refund to 'help with repair'... But how would a gift card pay for someones actual service??? Virtually I suppose...

I will not be purchasing from this store again. It was a mistake to buy this item in your shop in the first place, but I didn't assume you will produce an item which falls apart after one wash. How silly of me to expect jeans to last a while!

Clearly not thinking about sustainability, longevity of your products, and keeping customers happy.

Poor customer service, poor quality and absolutely avoid in-store purchases at all cost

Dressing table damaged 1hr after opening. The lacquer chipped off as the colour was not sealed properly.

After some back/forth with customer service - I got a partial refund but had to fight for it.

Can’t fault the CS- they are just reading from a screen and solutions are predetermined by their “system”. They tried their best and was willing to speak to management for me to compensate.

Awesome CS team. Terrible quality products unfortunately.

I have had the BEST customer service experience with OB.

I ordered two decanters from OB as a Christmas gift for someone. Unfortunately, as is standard, there was an issue with the delivery thanks to Evri (you may have seen in the news the terrible service they provide, either “losing” parcels or parcels being stolen).

As these were gifts, and I know how long any resolution with Evri can take, I emailed OB customer services to ask for help.

Not only did they respond to each of my emails promptly, they quickly helped come up with a solution (rather than drag it out like other companies might do).

This was my first experience shopping with OB, and I will 100% be shopping with them again. Precisely how customer service should be.

Thank you! 🩵

I ordered 2 items for an Xmas gift and received an email 2 days later saying each item will be shipped separately. I initially called to see when the other item would be shipped and the person said its coming from Andover and could not provide a despatch date. She also was unsure what was happening to the other item which stated on my email it had been shipped. As little coherent and factual info could be provided I asked if the item being sent at some point from Andover could be refunded as it had not been despatched. I have been given notiifcation of the refund and it appears that the delivery charge I paid has been deducted. This was not explained to me at the time. I understand that free delivery is given when the customer spends over a certain value, but when customer services cannot establish when an item will be despatched, concerning me that it would not be delivered for Xmas then I do not think the customer should have postage deducted from their refund.

Although both the Bath store and customer service could not provide the ultimate result for me, what I will say is that the service received from both was gold standard.
Brilliant in all respects.
Thank you so much.

Love everything in the shop and the Windsor staff were super friendly and helpful when I had an enquiry.

I ordered online. I have received 2 deliveries of 3 items so far with 1 delivery missing. I haven't received proper tracking information as the 1 tracking number now has turned into 3/4 deliveries. None which match the original. I enquired with customer service, AI service customer service reply was I should enquire with my local courier service. How am I suppose to do that when they haven't given me information on who the courier is or a tracking number. Also the 3 box's I have received are huge, full of packaging. Soo much waste I am actually annoyed with myself that I didn't buy local. I won't use this business again.

First time (and last) purchasing online. Upon delivery the parcels were soaking wet and both parcels open. They use Evri, cheap service and obviously used by Oliver Bonas to keep costs down. Emailed their so called customer service, insincere platitudes, not actually addressing the problems.
Last time I will ever purchase from them online and will never set foot in their shops again. A round of applause to their customer service, I am another lost customer by the look of their feedback. I shall inform everyone about the Oliver Bonas experience.

Company and products are great but they completely let themselves down by using an appalling courier service - EVRI.

Parcel not delivered after 2 weeks, I was told 3 times it would be delivered. Terrible communication and no idea what is going on.