Granado Avis 6

Before: Order never arrived, customer service unresponsive, it has been 3 weeks and still nothing, been left on delivered by the customer service agent.

Got a response and new order sent, + a gift.
(Specifically this was the UK store)

I had an extremely disappointing experience with Granado’s online shop. My order arrived with a missing item, so I contacted customer service to resolve the issue. I initially received a quick reply from someone named Mariana, who said she would check with the appropriate department.

After that, she completely disappeared. I sent several follow-up emails over a significant period of time, all of which were ignored. No updates, no resolution, and no further communication whatsoever.

While mistakes in orders can happen, abandoning a customer after acknowledging the problem is unacceptable. The lack of follow-up and basic communication shows a serious failure in customer service, especially for a brand that claims a premium image.

This experience has completely eroded my trust in Granado, and based on this, I would not recommend ordering from their online shop.

Granado’s online store US sold me a box of soaps that had expired over seven months earlier. Unsurprisingly, the soaps had no scent whatsoever. I immediately emailed customer service, sent photos of the expiration date, and requested a refund. Their so‑called “representative” (an AI named Mariana) replied with a heart emoji and a generic apology — and offered absolutely nothing. No refund, no return label, no solution.I emailed again requesting a refund and a return label. Silence.Emailed again — finally got a return label, but still no instructions, no acknowledgment, no accountability.
I returned the item and then had to chase them down with three more emails before they processed a refund. And even then, they issued only a partial refund for an expired product they forced me to return. At no point did they mention anything about a partial refund. When I asked why, they simply stopped responding. They never answered again.
The rest of the products in the same order — soaps, shower gels, hand and body creams — technically had valid expiration dates, but the quality was just as bad. The scent disappears almost immediately. You get a faint smell for a day or two, and by day three the fragrance is completely gone. The body wash and creams behave the same way. Beautiful packaging, terrible products.
Customer service is essentially nonexistent. There is no phone number, only an email that is usually answered by AI. It’s the same dismissive, unprofessional customer service model you often encounter in Brazil — and Granado seems perfectly comfortable operating that way.
Do not buy from them. The products are low quality, and the customer service is shockingly bad. They sold expired goods, refused to communicate, dragged out the refund process, and then shorted me on the refund. This company does not deserve your money.

It is actually a scam. Ordered 3 products on Jan 9th 2026, paid for “2 business days delivery”… never received the product, the shipment order/tracking number does not work and they don’t respond to your emails. It is insane how this is allowed to operate.

Very poor customer service. This is a premium and expensive brand, so this experience was extremely disappointing.

I ordered a fragrance online in December and realised shortly after that I had made a small mistake with my delivery address. I contacted Granado immediately by email (as they do not have a UK phone number) to ask for the address to be amended. The item had not yet been dispatched, yet I was told this was not possible. Instead, I was instructed to refuse delivery and have the parcel returned to their warehouse. There was absolutely no effort to be helpful or flexible.

I then contacted Parcelforce myself, explained the situation, and arranged for the item to be returned to Granado. Parcelforce attempted delivery to their warehouse twice, but on both occasions the warehouse address was reportedly “not found”.

I even called the Granado shop in London. They explained they had no access to online orders and no contact number for the UK warehouse, but at least the staff member tried to help by taking my details and attempting to contact their logistics team.

Today, I received an email from the warehouse stating that I would be refunded once the item arrives back at the warehouse—despite Parcelforce already attempting delivery twice. I replied explaining that I do not want a refund; I want the product I ordered. I was told this is “not possible”.

It has now been a couple of weeks. I have neither received my order nor been refunded.

For a luxury brand, this level of customer service is unacceptable. I would strongly advise against ordering their expensive products online.

Utterly hopeless. For an expensive company, the way they package their goods, and their customer service are abysmal. I ordered 3 x gift boxes for Christmas from them and these were just thrown in a box with one piece of brown paper on the top of them. Absolutely not enough to hold any of them safely, and the lids of the gift boxes weren't even secured in place. Given that most of their bottles are made of GLASS and I had ordered large bottles, the inevitable happened in transit (I can't even blame the courier as it was packaged so badly, and the outside box didn't seem particularly damaged) and when I opened my parcel I was greeted by a swamp of broken glass and liquid. There is no number to call on their website, and no live chat, so you have to email and wait for a reply. Getting a refund was like pulling teeth. It took numerous emails (even with lots of photographic proof) for them to refund one and then finally a second item from this order...but they seemed to think that because one item was in plastic packaging and hadn't been destroyed (even though the gift box had) that that was fine and they would not refund or exchange this. So I am now out of pocket and have no gifts to give, on top of having to clean up a giant smelly (broken glass filled) mess when this parcel was delivered. I will NEVER buy anything from this company again. Please take a look at all the comments on their instagram pages as I am clearly not the only unhappy customer!