teapigs Anmeldelser 

I hadnt purchased from the Teapigs website but I had a couple of damaged pyramids in my Peppermint tea box from elsewhere. Laura helped me on what to do and also offered a little credit to have a cup of tea on her. It really is the small touches that make great service. And I will be back to order from the website in the future.

Awful customer service! Had a delivery 3 weeks ago & one item damaged in transit contacted them through their message service but just keep being told to be patient. I just want a replacement or refund on my damaged goods. The tea is very good but their service just unacceptable so I won’t ever order from them again and switch to another company!!!

I have a subscription and Teapigs have now sent me an order I did not place, taken payment I did not authorise and charging me an amount MORE than the cost of the item sent.

I promptly raised the issue with them directly and 2 weeks later have not responded to the issue but have fobbed me off with “we will get to you asap”

Appalling service and I would recommend against anyone placing a subscription with them currently

I was a loyal Teapigs subscription customer from 2019, so it is particularly disappointing that this is how my relationship with the company has ended.

Following Teapigs' recent website migration, I lost access to my account details, subscriptions, addresses and payment information. I first contacted customer service on 24 July 2026 to report the problem.

Unfortunately, this was not the first time I had experienced serious problems with Teapigs' systems. Last year I had a very similar issue which took several months to resolve. Customer service was somewhat more helpful on that occasion; although they still couldn't provide a timeframe for resolution, they were at least able to offer practical assistance, such as cancelling orders or making changes on my behalf.

This time, however, there was effectively no customer service at all.

Over several weeks I repeatedly contacted Teapigs about the issue. The responses were generic and templated, and essentially amounted to “we have escalated this to the relevant team.” There was no timeframe for resolution, no useful advice, no practical assistance and no way for me to manage my own subscriptions or account.

On one occasion, the response even contained a plea for me to be patient, despite the fact that nobody could tell me how long I would actually need to wait or what was being done to resolve the problem. Being repeatedly asked for patience without being given any meaningful information or assistance was incredibly frustrating.

Despite having cancelled my subscriptions, I subsequently received notification that another payment was due to be taken. A payment had also been taken on 25 July for an order I had explicitly attempted to cancel.

After weeks of trying to resolve this through customer service, I eventually had to formally escalate the matter to Teapigs' Global Data Privacy Office and copy BBC Watchdog into my complaint before I received a substantive response.

Only then was the refund processed and my subscriptions cancelled.

I also formally requested deletion of my account and personal data under Article 17 UK GDPR. The Global Data Privacy Office has now confirmed that this request has been logged and referred to the relevant team.

What makes this particularly disappointing is that this isn't simply a case of a website migration going wrong. Technical problems happen. It's how a company responds to them that matters. Instead, the customer-service experience was non-existent.

After seven years as a customer, I have completely lost faith and confidence in Teapigs and its customer service team. I was only contacted by customer services after I raised this to the GPO and they offered a £25 account credit to encourage me to stay, but by that point it was far too late. I declined the offer and will not be returning to Teapigs.

I don't expect a company to never have technical problems. I do expect it to provide actual customer service when something goes wrong.

Seven years as a customer, and it took a formal escalation to the Data Privacy Office before anyone properly dealt with the situation. That's incredibly disappointing.

My £130 subscription order from early July never materialised. Started chasing to be told they were migrating to new IT system so couldn’t access my account, orders, or subscription. No communication at all - a PR disaster! Now getting emails telling me the account can be accessed and emails encouraging me to buy but chasing messages to their help page keep getting fobbed off that they’re still looking into my enquiry. Awful experience and about to claim section 75 from my credit card and close my account.

Absolutely awful experience and won’t be using them again.

With some persistence previous post re customer service issue. This has now been resolved with efficiency and satisfactorily.

I had a subscription with them

it worked fairly well

in recent months its been a disaster and I cannot recommend anyone to subscribe until they resolve their issues as they moved their website and thankfully lost subscribers data- feels like a takeover by another organisation

I agree the AI means they have lost their human touch

Used to be good, now clearly their entire website is coded with AI and customer service is replaced by AI. Gift cards are now irredeemable. They fail to understand or fulfil requests, basic website functionality is broken, even down to the fact they can't seem to just delete my account once I was done with the nonsense. Not to mention the last batch of tea I had was very poor quality. Goodbye teapigs, congratulations on ruining your good reputation!

I’ve had an order being lost by the courier. So I contact Tea pigs and let them know. I was completely surprised at how quick and efficient they replied. Apologising and offering a positive outcome. I’ve been a customer for so many years, that I forget how long. The tea and service is wonderful. I buy no other teas for home use. I will mention both Mbali and Raeesah who dealt with my delivery problem. They were both polite and swift in their getting this sorted.

used to be fantastic but since website migration - non existent customer service, blocking customers from changing subscriptions and orders that don't show up. Avoid avoid avoid!

Delivered on time. 2 mugs are broken but allowed for refund. Customer service is great and teapigs has been my favourite with discounts even better.

They've removed the option to update subscriptions from there website. Impossible to cancel or change address. Contacting support gets unhelpful AI reply. Not the brand I originally signed up to.

Have used teapigs for years. Ordered 16 July and not received. Have contacted them 6 times and get a ‘Bot’ response of looking into it but no follow up and still no tea or refund. Do not use this company. Going through my credit card company to dispute now

Like everyone else below, my subscription has disappeared from the website, links sent go to a 404 page, I have been debited money against my wishes, sent an order I did not want, and a return label link also does not work all due to the ‘new website’. Adding insult to injury with their 25% site wide is not the way to endear yourself to long term customers.
A shame as the product itself is brilliant.

Firstly, excellent quality teas, but buyer beware purchase from a supermarket and not their website.

They have recently ‘upgraded’ their website and despite contacting their customer services they have left long standing customers high and dry unable to manage subscriptions, charging full price for purchases during a site wide discount and 404 page not found errors galore when logging in.

I’ve been told their team are looking into for the last 2 weeks, but an unauthorised purchase against my card is the last straw , so time to raise with my card issuer. Hopefully I’ll get my money back…

No doubt a cost saving exercise, but I can only hope the CEO will be looking for a new job after this shambles.

I asked for my order to be cancelled as I couldn't do this myself like usual, their website was down. Teapigs responded by apologising and to cancel when their website is working again. How can I cancel when the website has been down over a week? My order was sent and I was charged. I love the tea but their customer service is absolutely awful, I'm closing my account.

It's been almost a month. I haven't received my order and the company is really difficult to contact. No way to call them and emails either aren't monitored or aren't replied to. My query is still unresolved and they took payment.

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