Faithful To Nature
4.4|737 reviews
NE
Natasha E
1 reviews | Active since Member
12 May 2026, 08:29
Disappointing service
I’ve been ordering from Faithful to Nature for several years, but the service on my last two orders has been extremely disappointing.
On a previous order, an item I purchased was replaced with a cheaper product without any prior communication or approval. When I contacted customer service, there was no apology. Instead, I was asked to send photos and return the incorrect item before they would process a refund, despite the mistake being entirely on their side.
Now, with my latest order, I paid extra for express delivery. I was later informed that delivery could not happen due to the storm, which I understand. However, there was no acknowledgement that the express delivery fee should obviously be refunded.
I then clearly requested that the order still be delivered, but that the express delivery fee be refunded to my original payment method. Despite this being straightforward, I received another email asking me to clarify whether I wanted to cancel the entire order or only refund the express delivery fee.
At this point, the issue is not the storm, it’s the poor communication, lack of accountability, and the amount of unnecessary back-and-forth required to resolve simple customer service matters.
Very disappointing from a company I’ve supported for years.
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Replies (1)0
Replies (1)Faithful To Nature's replyOfficial
12 May 2026, 10:38Hi Natasha,
Thank you for taking the time to share your feedback, and we are truly sorry to hear about your recent experiences with us. As a long-standing and loyal customer, this is certainly not the level of service we want you to receive, and we completely understand your disappointment and frustration.
Regarding your previous order, we would like to sincerely apologise for the inconvenience caused. Upon reviewing the matter, we can confirm that the incorrect product was unfortunately supplied to us by the supplier. Once this was brought to our attention, the item was collected from you and a full refund was processed. While we’re glad this was resolved, we understand that the experience itself was frustrating, and we apologise if our communication at the time did not reflect the care and accountability you deserved.
With regard to your latest order, while the delivery disruption due to the storm was unfortunately outside of our control, we completely understand your frustration around the handling of your express delivery fee refund request. You should not have needed to go through unnecessary back-and-forth to clarify a straightforward request, and we sincerely apologise for the inconvenience and lack of clear communication.We can confirm that your express delivery fee refund has now been processed back to your original payment method, while your order will continue to be delivered as requested. We are also sharing your feedback with our support team, as it is important for us to learn from situations like this and improve both our communication and service going forward.
We truly value your loyalty and support over the years, and we’re sorry that we have let you down on these recent occasions. We hope to have the opportunity to restore your confidence in Faithful to Nature.
Please do not hesitate to reach out to us via email or call us on 0217853268 if you have any further concerns.
Kind regards,
Thank you for taking the time to share your feedback, and we are truly sorry to hear about your recent experiences with us. As a long-standing and loyal customer, this is certainly not the level of service we want you to receive, and we completely understand your disappointment and frustration.
Regarding your previous order, we would like to sincerely apologise for the inconvenience caused. Upon reviewing the matter, we can confirm that the incorrect product was unfortunately supplied to us by the supplier. Once this was brought to our attention, the item was collected from you and a full refund was processed. While we’re glad this was resolved, we understand that the experience itself was frustrating, and we apologise if our communication at the time did not reflect the care and accountability you deserved.
With regard to your latest order, while the delivery disruption due to the storm was unfortunately outside of our control, we completely understand your frustration around the handling of your express delivery fee refund request. You should not have needed to go through unnecessary back-and-forth to clarify a straightforward request, and we sincerely apologise for the inconvenience and lack of clear communication.We can confirm that your express delivery fee refund has now been processed back to your original payment method, while your order will continue to be delivered as requested. We are also sharing your feedback with our support team, as it is important for us to learn from situations like this and improve both our communication and service going forward.
We truly value your loyalty and support over the years, and we’re sorry that we have let you down on these recent occasions. We hope to have the opportunity to restore your confidence in Faithful to Nature.
Please do not hesitate to reach out to us via email or call us on 0217853268 if you have any further concerns.
Kind regards,
Best regards,
Faithful To Nature's reply12 May 2026, 10:38
Official
Hi Natasha,
Thank you for taking the time to share your feedback, and we are truly sorry to hear about your recent experiences with us. As a long-standing and loyal customer, this is certainly not the level of service we want you to receive, and we completely understand your disappointment and frustration.
Regarding your previous order, we would like to sincerely apologise for the inconvenience caused. Upon reviewing the matter, we can confirm that the incorrect product was unfortunately supplied to us by the supplier. Once this was brought to our attention, the item was collected from you and a full refund was processed. While we’re glad this was resolved, we understand that the experience itself was frustrating, and we apologise if our communication at the time did not reflect the care and accountability you deserved.
With regard to your latest order, while the delivery disruption due to the storm was unfortunately outside of our control, we completely understand your frustration around the handling of your express delivery fee refund request. You should not have needed to go through unnecessary back-and-forth to clarify a straightforward request, and we sincerely apologise for the inconvenience and lack of clear communication.We can confirm that your express delivery fee refund has now been processed back to your original payment method, while your order will continue to be delivered as requested. We are also sharing your feedback with our support team, as it is important for us to learn from situations like this and improve both our communication and service going forward.
We truly value your loyalty and support over the years, and we’re sorry that we have let you down on these recent occasions. We hope to have the opportunity to restore your confidence in Faithful to Nature.
Please do not hesitate to reach out to us via email or call us on 0217853268 if you have any further concerns.
Kind regards,
Thank you for taking the time to share your feedback, and we are truly sorry to hear about your recent experiences with us. As a long-standing and loyal customer, this is certainly not the level of service we want you to receive, and we completely understand your disappointment and frustration.
Regarding your previous order, we would like to sincerely apologise for the inconvenience caused. Upon reviewing the matter, we can confirm that the incorrect product was unfortunately supplied to us by the supplier. Once this was brought to our attention, the item was collected from you and a full refund was processed. While we’re glad this was resolved, we understand that the experience itself was frustrating, and we apologise if our communication at the time did not reflect the care and accountability you deserved.
With regard to your latest order, while the delivery disruption due to the storm was unfortunately outside of our control, we completely understand your frustration around the handling of your express delivery fee refund request. You should not have needed to go through unnecessary back-and-forth to clarify a straightforward request, and we sincerely apologise for the inconvenience and lack of clear communication.We can confirm that your express delivery fee refund has now been processed back to your original payment method, while your order will continue to be delivered as requested. We are also sharing your feedback with our support team, as it is important for us to learn from situations like this and improve both our communication and service going forward.
We truly value your loyalty and support over the years, and we’re sorry that we have let you down on these recent occasions. We hope to have the opportunity to restore your confidence in Faithful to Nature.
Please do not hesitate to reach out to us via email or call us on 0217853268 if you have any further concerns.
Kind regards,
Best regards,