The Natural Skincare Company Reviews -

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The Natural Skincare Company -

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Latest Reviews


“Excellent products and customer care”

Written on: 13/02/2014 by J1ll1anne (1 review written)

In my experience this is an ,excellent, caring., helpful efficient company with beautiful products; especially their Paul Penders and Moana ranges. I can highly recommend this company on every level… Read Full Review

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“Natural and lovely”

Written on: 13/02/2014

I've been ordering from the Natural Skincare Company for a good few years now - in my recollection at the time they were one of the first to offer organic and natural alternatives to products such as shampoos, and I'm still using the Paul Penders Jasmine shampoo years later and other products in the Penders range. I also use the Geo face wash which is delicious. The lovely ladies here seem to try everything on themselves first so I trust their reviews and there's lots of info to help choose… Read Full Review

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“What a great company!”

Written on: 12/02/2014 by ckarmstrong (1 review written)

I found The Natural Skincare Company online as they were one of just a couple companies that sold the product I liked. I am from the United States, but I would, and am, most certainly going to order from them again. The delivery of my items was swift and I had no issues whatsoever. The prices were decent and the selection of items was exactly what I was looking for. From what I've seen the customer service is also fantastic!… Read Full Review

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“Natural Skincare Company ”

Written on: 11/02/2014 by Campist (1 review written)

The staff provide a fantastic, friendly, efficient service. All their products are so brilliant and if you need advice or a sample they are always happy to help. It is a pleasure to do business with this company… Read Full Review

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“On December 15 I made an international order from The...”

Written on: 03/02/2014 by Drusila37 (1 review written)

On December 15 I made an international order from The Natural Skincare Company. I waited and waited and the items didn't arrive. I wrote to the shop, and at first they didn't reply but after a few days I got this: Dear XXX, Thank you for your email. We are sorry to hear that you have not received your order. The email on the 29th January was the first communication we have had from you regarding your order. Please read our terms and conditions as below: 2. We will refund the value of your… Read Full Review

Jenniferchapman's Response to Drusila37's Review

Written on: 11/02/2014

Why leave it 6 weeks before you chase up an order? A little odd if you ask me.

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Drusila37's Response to Drusila37's Review

Written on: 25/03/2014

UPDATE: the problem was with the post office service. Once the products were returned to the store, I got refunded, without delivery costs (which is fair enough).

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Thenaturalskincareco's Response to Drusila37's Review

Written on: 13/02/2014

Reply from The Natural Skincare Company:

Dear Drusila37, Thank you for submitting your review to the Review Centre. We are sorry you have had a bad experience, and as you know have since been in touch with you regarding the problems you have encountered regarding this order.

You first contacted us about your problem on the 29th January, and posted your review on the 3rd February. Since writing the review you have told us that you did receive a card in a mailbox which was not your own mailbox, and thus confirmed that the Post Office had tried to deliver your parcel whilst you were out.

You then contacted your Post Office as we had suggested, and they then told you that the parcel had been sent back to us.

Whilst we understand your frustration and disappointment in not receiving your parcel, as a business we do have to have a cut off time where it is unacceptable to make a claim for none delivery.

Our terms and conditions are very visable and there is a link to them from every page of our website, and in addition, you have to tick a box to say you have read these before placing an order. There is also a hyperlink from the order page through to the terms so that you can easily refer to them.

It is clear to us that had you contacted us within or even near to the timeframe in our terms, which we consider reasonable, we would have been able to give you advice at that time as to how to locate your parcel. We feel sure that your Post Office would have still had your parcel in their possession at that time. Unfortunately, because you did not get in touch for six weeks, the parcel appears to have ‘gone missing’ and has certainly not, to date, been received back here at our office in the UK.

At this point we would like to also remind you that we sent out two follow up emails checking that you had received your order (after one week of placing the order) and another asking for a review of the product (after two weeks of placing the order). We are uncertain as to why you did not respond to us at this time and inform us that you had not received your order?

You also raised a couple of points about tracked mail. We do not always use tracked mail and use this service at our discretion. However, we always securely pack our orders, and have found that in 99.99% of cases mail reaches its destination, as indeed it did, in your case. Tracked mail is more expensive and would potentially add an additional £3 + per International Order. Any increase in expense has to be passed onto our customers because as a small business we are unable to absorb this.

We do take all complaints very seriously, and are always looking for ways in which we can improve our customer service and because of your experience have decided to extend our timeframe for contacting us after order placed, to 21 days for International Orders. As most International Orders are received within 7 days this gives the delivery service plenty of time even allowing for delays etc. We are also happy to receive emails regarding non delivery, however would like to state that emails occasionally fail to get to their destination, and therefore the most secure way to ensure that we know about a problem is to use the telephone and call us.

As agreed with you in our email, as a goodwill gesture, we will be happy to offer you a full refund of the cost of the product purchased, as soon as we receive it back and will therefore let you know as soon as it is received here at our offices.

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