Aromatherapy Associates Anmeldelser 

Ordered for Valentine's Day, in response to their Valentine's advert. Still has not arrived.
For an expensive high-end product, shockingly bad service.

I purchased the very expensive atomiser about 15 months ago. Within the first 12 months it stopped taking a charge and I sent it back to the company for repair - they sent it back saying it was the same atomiser and was now working. It did work for a while. It has now stopped working again and no charger will make it charge. I contacted customer service and despite it being clearly a fault with the atomiser they will not repair, replace or refund. I am shocked and appalled at this given the cost of the atomiser. I will NEVER shop with them again. I can see from other reviews here that the atomisers clearly have an issue so please do not invest your hard earned money in this defective product. Reporting to trading standards as I believe they swapped out my original atomiser for a new one when I first sent it back, and did not tell me they had done this. Now that the new one isn't working they escape their 12 months warranty obligation on the replacement that is also a dud.

Still disputing an order with credit card company. Interesting to read a glowing review straight after a negative one. But suspicious, but looking at reviews now, you can’t get worse that bad reviews outweigh good ones. I still have the dreadful so-called gifts that were advertised that were nothing more than freebies in tiny cardboard envelopes. I refused to pay postage to send these back and they would not pay postage. Reviews said they don’t refund even when you send goods back. Would never ever buy again from this awful company.

After receiving a bottle of their bath oil in a John Lewis advent calendar I went to the website to order some more. I was shocked at the prices but ordered some more items. I was invited to join the mailing list, open an account etc and receive 20% off my first order. I have ordered twice, spending over £200 and haven't been able to use the 20% off. I understand If sale items aren't included but it seems nothing qualifies for the 20% discount. I emailed 2 weeks ago and have called but no answer to either. I also notice I haven't received the points for over £112.00 spent.

After reading the reviews on here I now realise this company are to be avoided and I also concur regarding the miniature bottles, retailing around £12-£15. They arrived with card wrapped around just like the samples received at beauty counters.

The rollerballs are pretty useless and the sleep spray is a vey chemical smelling 'perfume'. I had to stop using it so another waste of money. This Works sleep spray a far better, and much cheaper buy.

Avoid, avoid, avoid.

Excellent customer service today from Lisa. Regarding assistance with The Atomiser Connect a fantastic product.

Lisa, listened, understood and was extremely efficient. Thank you.

I would highly recommend this company they really are top of their game.

Absolutely terrible service. My first order shipped Sept 26th. I thought it was shipping from the US but no. Everything gets shipped from the UK. Turns out the shipping company they use, Landmark Global, has a track record of packages getting "lost" in transit (arriving at NY hub only to disappear). If one is somehow lucky to not have their package go missing, they get slammed with ridiculously high taxes and duties. Absurdly high. Out of now 4 emails, and Facebook messages, only one was responded to, and that was before my package was confirmed "lost in transit". Had to open a dispute with my bank to hopefully get my money back. Absolutely horrible experience. Best to avoid.

I have shopped with aromatherapy associates for many years. They have some great products but of late the shopping experience has been poor.
They offer a rewards system like many company’s do however frustratingly you can’t use your rewards vouchers with any offers they might have. I’ve also noticed that they have an inflated value and a lower price which never change which makes me feel that the true value is the price you pay!!
Another annoying element of shopping with AA is that; say you want to avoid postage charges of £3.50 so you chose something that is £60 or over which qualifies you for free delivery, you enter your rewards voucher and because the price your now paying is below what qualifies for free delivery they go and add the £3.50 delivery fee back onto your order!! So you as a customer you don’t exactly feel your loyalty is being rewarded at all.
Trying to give feedback to AA seems to be ignored and again you really don’t feel that any loyalty is valued. I’m gold status with Aromatherapy Associates and have spent a lot with them over the years, but of late the experience and the lousy customer service has put me off and left a sour taste. Much of my shopping has been for gifts to family and friends and I’m inclined to now shop where I get a better experience.
They have also recently changed the rewards voucher system without any notification. Your now only permitted to turn your points into voucher for £10 off £50 off and £100 off you can only use one voucher code with every purchase which precludes you from using any offer code that might be currently being used to entice you to spend so again you feel cheated. All in all I’ve fallen out with a loved brand which I use to shop regularly with.

I love the products. They are stunning. Really good service and quick delivery. The Relax products are really good for sleep. Highly recommend.

I have always had exemplary service from Aromatherapy Associates. Items arrive super-swiftly; their free treats are extremely generous and usually beautifully boxed; the rewards programme is amazing - points accrue easily, tier levels are not unattainably high, bonus points are easy to catch, so discounts on the initial premium price tags can be quickly bagged. Oh yes, the products themselves are of lovely quality, too!
I had a small issue requiring resolution on one of my orders. My call was answered swiftly by Kay. I had to email some information, to which she responded almost immediately. Although minor, the issue required some to-and-fro (not Kay's fault.) Each time my messages were dealt with politely, pleasantly and professionally. In the end I was more than satisfied with the conclusion and I felt treated as a valued customer throughout by Kay and Aromatherapy Associates.
Thank you once more, Kay and AA, I'm looking forward to placing my next order ...

Waited a long time, saving up to treat myself to this (supposedly) luxury brand. I ordered some bath and shower oils the total of which entitled me to some free gifts. I was so excited waiting for my delivery. It arrived (several days after me chasing it) and I was upset to see no free gifts and one of the lids was smashed resulting in leaking oil over some of the products. Customer service are not only useless but patronising and rude. After lots of unanswered calls and several ignored emails I was basically told ‘tough’. To top it off, I sincerely think the bath oils are terrible! Nothing luxurious about trying to catch every drop of oil out of a minuscule bottle that I had several hours of expense and stress to obtain to end up smelling vaguely of a rotten Xmas tree that’s been doused in my grannies yardley body spray!!! A terrible experience to say the least. Please don’t waste your hard earned cash on these poor products. I can’t actually believe they are still trading !

I purchased from their website.com address and I did not understand that custom charges would be due as they inform you after that it is posted from the UK. Seems very unfair. European consumer law advises customers check the company address or contact address but the website does not have that and from Ireland directs you to the IE website if you are purchasing from there, which is even more misleading. I think this should be advised clearly on your website that all items are coming from the UK and subject to customs duties, VAT etc. The fact that you are not making that clear seems underhanded and very very unprofessional. Now I am stuck with a bill for customs that I never a)expected or was b)Clearly informed about before purchase.

EDIT on 29/06/23: The company did phone me to discuss this issue,actually twice but I was too busy to respond. However, rather than reply to this review or email. My issue is that it needs to be made very clear to EU customers like myself in ireland that items from the subdomain aromatherapyassociates/en.ie website will be subjected to customs charges as items are actually being shipped from the UK not from the EU or Ireland as the domain may imply. Furthermore, there is no clear info on the site. Perhaps this needs review to keep customers as I sadly will not be re-ordering for this reason. You cannot control customs charges but you can make it clear that they will be due as items are being shipped from the UK and also show the clear company/shipping address so customers are informed, not after the fact. Nothing mentioned in the delivery or returns section nor a clear address for the AA ireland . Also no clear address in the contact form under there either.

My husband bought me a very expensive diffuser which stopped working and sadly was just out of the guarantee period. I sent the diffuser back to Aromatherapy Associate and they would not offer me a replacement and offered me 20pc off a new one.

I would expect the diffuser to last longer than the guarantee period given how costly it was and it only had occasional use. I would not recommend purchasing this product.

Complaint handled very well by Kay. However, sadly I won’t be purchasing any more oroducts as a result and will now buy a Neom diffuser. Bought two of these for my daughters and they are far more reliable.

Sad outcome

Absolutely fabulous service from Kay in customer service. I had one of those small annoying problems and Kay went well out of her way to solve it, other companies could take note here.

In an age where the small things are often overlooked Kay showed the kind of attention to detail that’s just won a customer for life.

p.s their products are divine but I’m sure you already know that if you’ve used or even heard about them before.

Bought the roller ball and I’m so disappointed with it. There is a very faint smell when I apply it to my wrists and other pulse points. My husband and son both said they can’t smell a thing! Definitely won’t buy anything from them again if this is their standard

I have spent many many £s with Aromatherapy Associates and have been delighted with every item ordered. The oils are very high standard and all the bath products, candles and little extras have been amazing.

I purchased a atomiser from this company. It stopped holding a charge, so
I sent it back. They told me they couldn’t do anything about it when the product was clearly faulty. The atomiser was very expensive and their customer support non existent. I would be very wary of buying from them

I ordered the gift box of bath oils. At £65 it is more than I would usually spend on a gift - but I'd had a mini set before and they were amazing! The order arrived quickly and even though the outer box was fine - the actual gift box was damaged. It took a day or two to get a response to my email - but the reply asked for a few images of the box. Once I sent these, I got a reply to say they would dispatch a replacement box. Great service. Nicia was so helpful and kind. Thank you.

Customer service is incredibly hard to get ahold of. I wanted to return my order but the website doesn’t have instructions for returns and instead tells you to contact them. Which is a red flag already (making it difficult to return anything). So I emailed them, emailed again days later, called them only to be ‘transferred to the returns team’ and then hung up on, and then emailed again. Finally someone responded and I sent off my item for return. A week later, and nine days after Royal Mail tracking says it was received and signed for, I email them to ask for an update. It then took another email to get any response and finally a refund was sent. Overall a difficult experience.

Awful customer service- ordered items for Christmas on 28th November- misinformation from customer services- take ages to answer emails, dont answer phone and wont even reply to PayPal enquiry. Today they say that parcel delivered and signed for by someone who does not live here, which is nonsense as none of their parcels are signed for. Terrible and still don't know whether I will get items in time for Christmas

Used to love this company and shop for gifts and special occasions, using them as my " go to" for gifting. Recently had several terrible experiences. My last three consecutive orders all had issues. One order was entirely missing, eventually a vague acknowledgment it was probably never dispatched, after much chasing, and even more eventually a surly replacement ( no apology) taking nearly a month to resolve. And yes of course had been charged.

The other recent order contained a damaged (leaking) product, again all taking weeks and many attempts at contact ( never answer calls or emails, and the contact form takes days to usually elicit a " we don't know" type of response, leading to have to quibble again even when info/photos clearly provided), to try to resolve. The one damaged item was eventually replaced but the tone of the exchange , coupled with the item arriving looking like it has been chucked into the box, was not astraightforward or pleasant experience. The third order had a set of different oils, but arrived with duplicates of some and not the range advertised, again an exchange to try to sort that.

My most recent issue was shopping through them meant able to accrue loyalty points and this is clearly stated on your online account, the " rewards" area when you shop directly with the brand online. This even breaks down to " rewards history" and both the accrual rate and customers being placed in "tiers" according to "loyalty" and level of spend is very visible and clear, and a clear motivation to shop with them.

Having saved up points, but to find a low level/points not accruing as widely advertised, and the mysterious removal of points, I made contact only to be argued with, same fobbing off with constant- and contradictory excuses being made . Instead of a valued customer shopping on the site for nearly 5 years, I was patronised and made to feel greedy/stupid when I simply wanted to check why the scheme wasn't working anything like it should, or claims it should, when I looked at information given by the company in my online account, run by them. Even sending a screenshot resulted in a snarky response, no offer of changing anything ( the system, the information given to customers which apparently was not the same as the actual " rules") but an " I trust this resolves your query" and an " please don't hesitate to get in touch if there is anything else I can do" despite not having done anything in the first place. Which simply sounded like sarcasm.

Whilst schemes have rules of course, websites can have " glitches" its simply far better to shop elsewhere- usually better value too- especially given the grief of the last three consecutive orders anyway. The rewards scheme is simply false advertising, and as I experienced a high chance of big issues with your orders anyway.