PHB Ethical Beauty Avis 19

Ordered products in March in largest order ever placed with them (I’ve shopped with them on and off for a few years): £90+. They didn’t send 4 of the items, but included a note (they’d circled the outstanding products in pen) saying they’d follow in 2-3 weeks which came and went. Had to email them twice (48 hours apart) - with no response to either email. Suddenly a few days later received postal package - but with only 3 of the 4 items! So yet again I emailed them (again twice!) - and yet again no response. Both emails have been ignored. Where’s what I’ve paid for? I don’t care whether they’re called phb ethical beauty or love ethical beauty - a business is only as good as its customer service, and how well it deals with its customers when things go wrong. So based on this, I’m taking my money and I’ll be shopping elsewhere - and I suggest you do the same!

I’ve been buying from PHB for years and stumbled across this page the other day and I was shocked to read about the experiences of some of the people. I utterly adore this company and their products. I feel like the Venn diagram of being able to find products that are a) ethical b) good for your body and c) genuinely good is basically so small it’s non existent. These products have transformed my problematic skin - the make up is genuinely great. And I’ve always received every order on time - any time I’ve had an issue it’s been rectified by Maya - who is kind and human and lovely and probably very very busy. I wonder if the difference here is that they’re not a giant conglomerate with billions of pounds of marketing and CRM systems and lots of polish - they are humans, a small family run company who are doing their very best and making lovely products. I get it that it’s frustrating not to receive products and that’s not ok, but I’ve always found them to be so responsive and kind - I’d rather they be human and real rather than some perfect marketing machine in 2025 neoliberal capitalism hell. What makes them different and wonderful is going to be the same thing that doesn’t make them one of the huge brands and I believe they deserve more grace.

Order placed a few weeks ago and not delivered. Tracking provided shows Royal Mail have not received it. I have sent three emails to two different addresses and no response! The company have also changed website and are operating under a different name ‘love ethical beauty’ and not ‘phb ethical beauty’.
Finally got a response company said a whole mail bag had not been scanned in by Royal Mail! Products have now been received. Love products customer service is a bit slow though!

I recently placed an order on September 20th spending over £80 and we are now in October and have yet to receive it. I have emailed them so hopefully I’ll receive a reply.
I have ordered from them a few times before and the timescale for delivery is bad, it shouldn’t take nearly two weeks with all the shipping methods available now. I love the products but don’t order expecting it in three days as that has never happened for me. I’m looking for another company that produces non toxic clean makeup that dispatches quickly.

Ik had een doosje compact poeder besteld. Dit is kapot aangekomen. Ik heb hierover een berichtje naar het bedrijf gestuurd, maar helaas geen reactie ontvangen.

Used to be great but after christmas loads of products were discontinued includeing 2 that I use alot. Then this other site appeared that I received a card for in my last order....but they didn't have the products I wanted either. And the old site is still open and no mention of what is going on. Haven't been able to get the moisturiser I want for over 2 months so I've missed out on the email offers. They are also ignoring their facebook page since xmas, Their products were really good so it's a shame.

Predatory marketing - using the brand name "Love Ethical Beauty" (same trading address) sending unsolicited marketing emails and claiming "you opted in".

"Opt-in" was assumed, not explicit.

Stop it.

I wanted to like this brand given their ethos but they have failed on the customer service front quite significantly.
Firstly no confirmation of order, leaves me feeling a little wary as a first time buyer however...
Then I get a note that one of the products I ordered is out of stock, slightly annoying that I was allowed to order out of stock products but still no huge problem.
Then I ask, as I can't recall how many products or the quantities (I order in bulk) I ordered, or the price, customer service to confirm what products I would actually be getting and the cost. It was like trying to get a straight forwards answer from a politician on newsnight! I asked, very clearly for confirmation (twice!) before it became clear that I was never going to actually find out. Not convinced I'll get the correct refund now given what customer service told me (despite the fact that I didn't actually ask how much i would get refunded)...time will tell.
In the meantime will try elsewhere for natural make up.

Delivery is very expensive but I was happy to pay more for next day delivery as I wanted my order before holiday
Nil communication back regarding this. On that basis, and looking at previous reviews I won't be ordering

I was a bit impatient - I did not receive an order confirmation and had no response on my email requests, however I just got home and received my eye pencil.

It seems to be really good quality, as I wanted an eyeliner made of natural, organic ingredients for sensitive eyes, that is still water resistant and long lasting and I just tried it on - it's perfect and doesn't smear.

I also very much appreciate that PHB are conscious about sustainability, are 100% natural, vegan and therefore cruelty free, and donate 20% of their profits to charity. Makes me feel good to by their products!

Very happy with my order!

I love this company, everything about it and I’m shocked to read bad reviews because the service I have always had (I have been shopping with them for many years now) has always been exemplary. The products are fantastic, their ethics commendable and their customer service is first class.

This company is amazing! Simply the best customer service that I have ever experienced. It has high quality products at affordable prices and which are truly ethical.

Wished I had read reviews before they took my money, taken money nothing has arrived and no replies to emails poor

I bought the Flawless Filter Liquid Foundation 30 ml from PHB Ethical as it is vegan, cruelty free and was recommended by Ethical Consumer. However, the quality of the product did not live up to what I expected. The foundation did not make any difference to my skin whatsoever and after applying a lot of product I still felt as if I wasn't even wearing any product at all (not in a good way!). I love the ethics of the brand but I just felt like it was another let down in terms of quality and usability.

Like 50% of the reviewers I've had an awful experience with these guys: bought a bunch of stuff with them because they were so highly rated on Ethical Consumer. That was 3 weeks ago. Nothing has arrived. I've written to them twice (no response), and phoned (phone rings out). Harumph.

I am surprised by the couple negative reviews left here for this company. I have bought products from them intermittently for a few years and find their customer service to be above and beyond any company. They are ethical in their practises and products- natural ingredients, 100% cruelty free, zero plastic packaging, made in the UK and they support charities with their 20% of their profits. Whenever I have had a query it is replied to politely and in a friendly manner. The postage is also fast. Love them.

Really non existent customer service! I've been ordering from PHB for a couple of years with no problems but my last two orders have been incorrect. It took weeks and many emails and calls to get someone to respond to the first wrong order but it was sorted out eventually so I thought I'd try them again. The latest order arrived with an item missing and again, non existent customer service and still waiting for a reply. I'm never buying from this company again and would recommend others avoid unless you are prepared to risk wrong orders and all the hassle of trying to sort it out.

I first discovered PHB 3 years ago and every product that I have bought from them since has been fantastic. Recently I had a small issue with an order and they resolved it quickly and sent me a full-sized product for free as an apology. Outstanding customer service. I love the ethics of the company, and the prices are really reasonable for the quality of the products and the ethics behind them. I highly recommend this company.

Unfortunately despite professing to be a small, family run, ethical business, I have yet to hear back from them about my missing order. Despite both emailing their Customer Services and trying to call them (number just rings out). Extremely disappointed.