teapigs Avis 

Oh dear, Teapigs. What's happened to you? I can't believe you are the same company l have been buying tea from for years. Heartbroken. Please sort your act out!

★☆☆☆☆

I’ve been a loyal TeaPigs customer for many years, originally buying their teas through Amazon before taking out a direct subscription. The tea itself is excellent, which makes this experience all the more disappointing.

On 5 August, I contacted TeaPigs to cancel my subscription before my next scheduled dispatch on 11 August. Unfortunately, their website incorrectly showed that I had no active subscription, so I couldn’t cancel it myself, and the link in their subscription email returned a 404 error.

Since then, I’ve received a succession of generic responses telling me my case is “under investigation”, has been “raised with the relevant team”, or referring to an “issue with my order” rather than answering the simple question I’ve asked repeatedly:

Has my subscription been cancelled?

Despite making my wishes clear several days before dispatch, nobody has been able to confirm whether the subscription has actually been cancelled or whether payment will be taken.

The most frustrating part isn’t the technical issue itself - systems do sometimes fail. It’s the complete lack of ownership and the repeated use of copy-and-paste responses that don’t address the actual problem. Even after escalating my complaint by email, the web messaging system continued sending generic replies acknowledging known technical issues without answering my specific request.

It’s a real shame because the tea is genuinely excellent, but customer service is just as important. After many years as a loyal customer, this experience has left me looking at alternative tea brands.

I sincerely hope TeaPigs resolve both their technical issues and the way they handle customer enquiries, because at the moment the service simply isn’t matching the quality of the product.

Disappointing.

New website is good. Customer service good - i found them to be very helpful. I have ordered their peppermint tea for many years. It is the best I've found and well worth the cost.
SO on the back of that i thought id try lemon and ginger- thankfully I only purchased 1 but unluckily its a 50 tea temple box. Really insipid, tastes of nothing - good job it was 25% off. Wont be a repeat purchase of that

Made an order last month that hasn’t been delivered, been in contact via email and the help centre and in both instances not been able to get through to a person. They’ve taken my money though I’m yet to receive anything from them. Do NOT order from here

Do not order from their website they don’t deliver and do loose your order and will tell you they have no record of it it’s been almost 3 weeks and I still haven’t received my order

I ordered my teapigs while 25% discount offer is still active.
Received within 3 days. Very happy. Hopefully this means the recent gremlins have been fixed.
I do agree however, the visuals of the new website are very basic and not really selling the products.

Do not order from this company, probably a scam website. Placed an order on 10th July and still waiting today. Customer service has been a joke with extensive excuses or long periods of silence. Even got my name wrong. Love this tea but will buy elsewhere in future. Awful company.

Many years of purchasing (with subscriptions) from teapigs as we absolutely love the tea. At the moment though with their new website and transition from their old one it is absolutely awful. No customer service whatsoever. We will be cutting off our noses to spite our faces but I think we could be looking elsewhere in future, once we get our issues rectified.

I absolutely love teas from teapigs. Not only are they very tasty (you can see the quality of the tea leaves in the bag) but they also deliver fast and have got great customer service. Its the one brand I always go back to for my tea refills.

Order placed online on account. No response for weeks, Chased repeatedly and got bot style responses - exactly the same very time. Repeatedly requested the order be cancelled. Requested my account be deleted. There has been no response, and the order has arrived after 1.5 months - told them to collect it and refund me - no response, and my account is still active - no way to delete it online. Don't want anything to do with this company ever again. Will contact credit card company to get refund as Teapig refuse to respond. No respect for their customers whatsoever.

4 (yes, four) weeks later I am still waiting for my tea to arrive, paid for on order (yes, 4 weeks ago).
8 emails later, I still have no idea when I will receive my tea.
The replies I get to the emails, all saying the same corporate nonsense about trying to help and apologising, lead me to conclude the replies are AI generated. A different name each time sends the reply, about 10 sentences, which in effect says nothing.
Do not buy from this company-I think they have gone rogue, will take your money and deliver nothing.
I have contacted my bank to request a charge back.

Their “sleepy apple” tea is still being sold as organic by Sainsbury’s and others. But there is zero certification on the box and absolutely no mention of organic ingredients. Trying to to find a definitive answer, I came across only very vague and evasive responses.
Not good enough, especially at this price point.
Clipper and Heath&Heather are good value organic options and Pukka is also expensive but at at least certified organic.

I ordered 2 packs of 50 green tea bags 13th July.
I had no information about why the order did not arrive between 2-4 days. I then had to make alternative arrangements.
A week ago I asked for a refund. This was not given and the tea was delivered today. I am most unhappy and will not order from teapigs again.

Customer since 2014. Subscriber since 2018.

I've had to charge my latest order back via my bank and have asked them to block any future auto-transactions from Teapigs. You took payment weeks ago, nothing has arrived, you've made several excuses via automated means, and after trying to contact you (to absolutely no avail) it's become clear - as it has to many others here - something has gone drastically wrong with this company.

The fact I can't get hold of people I've been speaking to for years suggests they're no longer with the business and in rapid fashion it's fallen to pieces.

I imagine whoever made this decision still has their job? If this is the case, based on this shambles, perhaps their continued employment should be under immediate review?

Same as all the other recent reviews. Have subscribed for years, new website has completely broken, took 20 minutes to log in due to excessive captchas, subscriptions not visible. Contacted customer service to cancel order, dismissive response that they would fix it in a few days. Sent a second email asking them to confirm cancellation, generic reply. The subscription has subsequently been charged anyway.

At this point I can only conclude that the company is in severe trouble, I can't believe that legitimate business owners would allow themselves to lose control of such fundamental aspects of their business as their website, ordering system and customer support.

Tried to amend my subscription. Website consistently not working, 404 Page not Found when I tried to go into my account. Contacted their helpdesk who said they were transitioning clients onto a new platform. Told them to suspend my latest subscription order 3 times. They ignored these requests and debited my card anyway. Showing all the behaviours of a business in trouble. Avoid at all costs, shame as I really liked their tea.

It seems I'm having the same issues many are sharing - no product or refund after 3 weeks, they keep saying it will be resolved in a few days... it isn't, and they are refusing to give me a refund. At this point, it's obviously a scam - do not order

Want to give no stars but not possible. I’ve been a teapigs customer for years and never had a problem. Until now. My goodness. I thought it was just me, until I read the reviews and the same thing has happened to so many others. Have a subscription, and they sent the wrong tea. Can’t seem to get hold of anyone in customer services, just constant AI messages. They said they had to investigate why I was sent the wrong tea. Now they are saying their systems are undergoing maintenance and they don’t recognise my order. I can’t even register a return, as my order doesn’t exist.

No tea. Contacted customer services who advised their systems were being upgraded? Subscription is totally pointless.

They sent me an email saying I had a subscription due but was totally unable to see the subscription when I logged in but I was charged and the subscription delivered. I have contacted their customer service but they are yet to have solved this after several days. Not happy with their lack of concern regarding this.