Rituals Reviews 

Shower foam lost pressure upon first use. It was a brand new bottle, now the foam is stuck inside without any possibility to get it out.

Called customer service, which admitted it is a known recurrent issue. Warranty period is only 30 months, after which the pressure of this type of shower foams cannot be guaranteed.

As this was an older purchase, my defective shower foam could not be exchanged. The 30 months expiry/warranty period is not clearly stated on the website, the shop nor on the product itself, which is NOT OK.

I won’t be purchasing from Rituals ever again.

Extremely disappointing customer service — £500 order, 2 weeks and still unresolved
I am absolutely furious with my experience with Rituals regarding order EUW251048552, worth approximately £500.
It has now been 2 weeks and the issue is still not resolved. I have sent around 20 emails and made hundreds of calls, yet every time I speak to someone I am given a different answer. I have had to explain the same situation around 10 times, despite everything being documented in Rituals’ own emails.
Initially, I was repeatedly told my order had been delivered, despite me never receiving it. I was then given conflicting information about the tracking numbers. Later, I was told it had apparently been delivered to a neighbour called Sonya.
I was waiting in specifically to receive my parcel. I never asked for it to be left with a neighbour, particularly when a signature was apparently required. I have since been told the information regarding “Sonya” is ambiguous. None of this explains where my £500 order actually went.
The biggest question is: if I was told the parcel had already been delivered, how could I later be told it was delivered to a neighbour?
I was eventually told that I would receive a refund last Friday. I still haven't received it and am once again having to chase Rituals.
The customer service has been appalling. Emails have been ignored, I have been passed around, given contradictory information and repeatedly forced to start from the beginning. One adviser even told me to “put the phone down” when I questioned why I was being given yet another explanation. I have also had a call hung up on me.
During one interaction, I also felt that I was being racially profiled and treated differently because of my race, which I consider extremely serious and completely unacceptable.
This entire experience has caused me unimaginable stress, frustration and exhaustion. I should not have to spend two weeks, dozens of emails and hundreds of calls trying to get a straightforward problem resolved.
For a company presenting itself as a premium brand, this level of customer service is completely unacceptable.
£500 order. 20 emails. Hundreds of calls. Conflicting stories. A promised refund that hasn't arrived. A parcel I never received. And two weeks later, still no resolution.
Rituals seriously needs to review how it handles customer complaints. This has been an awful experience and completely unfair on the customer.

On Friday, 11 September, we arrived at approximately 17:15, with the store (De Diagonaal) advertised as closing at 18:00. During our visit, we wanted to use the customer washing facilities but were told that we could not do so because there is a Rituals policy preventing customers from using them 30 minutes before closing.

I appreciate that two of the washing facilities were unfortunately out of order at the time; however, there was still a third facility available and operational, which made the decision to prevent us from using it even more difficult to understand.

This was confusing for two reasons. Firstly, we were still 45 minutes away from the advertised closing time. Secondly, the washing facilities and ability to experience the products are part of what makes visiting a Rituals store different from simply purchasing products online.

Rather than feeling welcomed as customers who had specifically made the effort to visit the store and intended to make a purchase, the interaction left us feeling as though the store was already being closed down well before its advertised closing time. Ultimately, what should have been an enjoyable shopping experience became a disappointing one.

I completely appreciate that employees need time to clean and prepare the store for closing. However, I would genuinely like to understand whether preventing customers from using the washing facilities before closing is an official Rituals policy. If the policy is indeed 30 minutes before closing, I would also appreciate clarification as to why we were refused at approximately 17:15 when the store did not close until 18:00.

As a Rituals member and regular customer, I'm raising this because the experience felt inconsistent with the level of customer service and in-store experience I normally associate with Rituals.

I would appreciate your feedback and clarification. I also shared this feedback through the website. The message was that I would receive an update within 48 hours. It is Wednesday the 16th September today, with still no response.

After been long time customer im in shock. First of all staff in Dundrum shop has changed and its became impossible to buy anything due redness of the staff. I have placed order online, after 6 days it wasn't sent. Contacted customer care that been pretty ignorant and just removed order from the app. No refund! No reply to messages!

I recently utilized the final products from Rituals and found them to be excellent. However, I am now seeking a new brand due to my dissatisfaction with Rituals' customer service regarding birthday gifts. Despite being subscribed to their newsletters, I received a response indicating otherwise, which was frustrating, especially as I have been a loyal customer since 2024 and regularly attend their relaxation classes. My recent birthday experience was marred by inadequate customer service, leading me to decide against returning to Rituals. It is unfortunate, as I appreciated the quality of their products for the price, but this negative experience has prompted me to explore alternatives.

Spoke to Clarice Barbara, Bad customer service!!! Products delivered to the wrong place yet l had proof that l had chosen home delivery!! And never pick up!! As lm going through chemo limited places l can go! Was made to feel like l was insane! No empathy at all!! Worst customer service l have ever had!!!

Be careful and make sure you double and triple check your order before paying. Customer service really bad and negative experience compared to their shops. Really would put you off buying from them which is a shame.

A delightful couple of assistants, could not have been more pleasant, polite and helpful,.they made our shopping experience really enjoyable.
Thank you for everything and I hope we get to shop with you again soon

I have two genies and now they have stopped working since I changed broadband provider. I can no longer connect them and I will have to throw them away having spent all this money on them

Products are amazing. Been using for years. But this is about the products but the false advertising of product price. The item I brought was labelled £21.99 at the till I thought the products I brought didnt add up ,so I checked the price label yes it was 21.99 I was charged 31.99. While £10more. I questioned it with a member of staff who refused to refund me the difference she would only refund me the whole product. No apology no compassion just no we dont have to honour the price advertised. Never in my life has a shop ever done this. They have always but always apologised ,honour the price stated them removed the item from the shelves till new price is available. York outlet shocking ive been buying from you for years and never had this . Extremely disappointed

Rituals are a terrible company. Claimed to have delivered items but in fact they were damaged by inpost. They refused to send another order and instead offered a refund but it takes ages. They then offered me a discount code to do a new order but the discount is too he standard code you can get anywhere so no actually help or compensation at all. They are nearly impossible to talk to scammy company don't use!!

I loved rituals, since they changed the body cream from balancing to whipped it’s awful it feels to thick and my skin doesn’t like it whereas the balancing was so nice to put on and felt amazing once it dried
Rituals need to bring balancing body cream back

I’ve had a perfume genie for a while. We recently purchased 2 of the precious amber refills from a store in Lisbon whilst on holiday on our return home we have put a new one in the genie and on cleaning the sideboard a week later noticed the cartridge had leaked all over and damaged our unit. I contacted rituals via WhatsApp with photos of the damage etc on the 2nd September and was assured someone would be in touch. I cleaned the genie and put the second purchased cartridge in the genie which also then leaked causing more damage and the fragrance actually melted through the genie causing a fire hazard. I contacted rituals on WhatsApp again and have not received any response what so ever. Please be really careful if you own a perfume genie. Lots of money down the drain and no response from rituals!

Disappointed to discover after paying £42 for a refill it doesn't fit in my pot.
Why didn't the sales assistant let me know the pot had changed?

Had a very positive experience visiting the Rituals store at Rushden Lakes. The lady serving me was so helpful and when asked if my purchase was a present it was then beautifully gift wrapped.
I usually buy home fragrance sticks from this store which are amazing, so can’t comment on other product lines.

First time ive ordered from Rituals online and wished i had looked at the reviews before ordering. Ordered a week ago and was advised it was dispatched on Monday 31/8 and they use Yodel/InPost. After 5 days i still hadn't received anything so looked on the website and with In post and told me to contact the retailer. I called Rituals and spoke to someone who advised i have checked with courier and its stuck with them so i will ask them to deliver. Told them whilst i know they sent the parcel they choose who to outsource the courier to and its still their responsibility. This parcel is for a birthday present which will not arrive in time and no offer was made of me maybe able to collect another one from a local store it was either they will ask courier to send or i will ask them to return and once we have we will refund which will then take 5-7 days. I am now out of pocket by £50, no present and now have less than 12 hours to find something after i have completed a full days work. Very poor customer service and courier is just as bad

I bought an aerosol can of factor 50 moisturising/accelerator jus before I went on holiday, I used it once and then 2nd time I wasnt getting anything out of it. I used it as per sales woman had told me to hold it upside down which I did, but the 2nd time I tried it, it didnt dispense, after washing the top of it with hot water it came good, but after trying it tonight it wouldnt dispense. Im sorry but I dont expect to spend £21.99 with a can more than half full to stop working. I am very disappointed with this product and this company, after trying products before. I am very hesitant to purchase any other products again from ritals.

This store is horrible, I brought one of their products and started using it, to say simply, it gave rashes and horrible white heads. I'm absolutely disgusted at costumer service too, I tried to consult to one of the employees (peacefully) that their product gave me rashes and was unsafe then they kicked me out the store and banned me from it. Another experience is that they kicked me out the store for simply using their tap and complaining that it was super hot, it ended giving me burns.

Today I was served by Emma in terminal 2 at Manchester airport. She could not be more helpful. What a credit to your company. I only went in to waste time and I told her that and she was not at all pushy. I ended up purchasing a body cream. Seriously some of the best service I’ve ever received

Placed a large order, around £950, was marked as delivered but hadn't received anything. Checked the online tracking for royal mail and the photo is of a completely different house and there was no parcel in the picture. Contacted rituals said they would look into it. Been onto them daily for over two weeks now and they just keep telling me to wait longer as they have not heard from royal mail. Won't give me replacements or refund I asked if they can sort this and then deal with Royal Mail themselves. Told no just wait. Contacted again today told the same thing.
Custom service are completely useless, can't make a decision just read off a script or something.
Wish I'd never ordered will never use this company again.