AMARA Reviews 1,397

I have been a customer of Amara for years and have absolutely loved it. However, it is extremely obvious that it has been bought out by a large company.

The customer service is now absolutely terrible. I have given up trying to solve an issue as I cannot spend anymore time on it. I will sadly avoid buying from here in the future if the products can be bought anywhere else.

Also note - it costs between £5 and £12 to return an item.

I have been trying to resolve issues with my order for over two weeks.

I have spoken with 4 different customer agents who have not raised the investigation and there is no record of my claims.

I have contacted via email, instant chat and whatsapp to no avail. Each time nothing is done, and they inform they will chase this and get back to me. This does not happen.

I have also asked how to make a formal complaint and told I am not able to speak to any managers.

I have also not received any contact via TrustPilot despite the customer service person telling me they would in contact.

I have contacted the courier who has said they need AMARA to raise an investigation on their side, and AMARA simply ignore this.

DO NOT BUY FROM THIS WEBSITE

Ordered a vase for my sister's birthday which should have arrived within a week. Had a message from courier that had been returned to Amara when I tracked it. Damaged apparently. Emailed them and said they would replace it. A few days later after tracking my package found it had once again been returned to Amara ???? Emailed again and have received a refund thankfully but does not make up for the disappointment and inconvenience caused. Why can't they pack a glass vase sufficiently well to avoid damage on two occasions? An absolute shambles. Would never order again. Avoid.

It seems completely impossible to speak to these people if something needs adjusting or you need to chase. The web chat/email and general support functions are beyond a joke. Agents are completely useless.

Unfortunately my order was damaged and as an elderly person, I cannot navigate returns websites easily. I am delighted to say Steve in Customer Services was absolutely excellent in helping me with my return and emailing me the relevant code for return via the Post Office. Outstandingly excellent Customer Care

I wouldn’t even give the place one star!
I ordered 2 months ago and still haven’t received my order!

Great service quick delivery and issue resolved promptly. Thank you.

Ordered a product and the courier didn't ring the bell but managed to get into the communal lobby within an office building and left the parcel in full view of all passers by, including customers of businesses. Low and behold it disappeared. Amaras customer service team 'reviewed the case' and concluded that the item was left in accordance with their terms and my 'claim' was rejected. so basically no refund, replacement or even an apology - no where else to complain or go with it so BEWARE!! luckily it was under £50 but I wont be ordering from them again and advise all customers to look at other responsible businesses.

I was gifted a £50 voucher to use by a family member which is still valid (shown on voucher) but was not working in the checkout. I contacted customer services to be told due to Fraser Group buying the AMARA brand, they would need to re-issue a new voucher that works on their store.
I was told to send photos of the voucher, then screenshots of the issues I had at the checkout so they could send a replacement.
I was led down the garden path by customer services after calling and emailing for 7 days back and forth, checking on the status of the voucher.
After chasing for the final time I was told over phone they would not be honouring the voucher!
If only I could give 0 stars I would.
Not only have you wasted nearly a week's worth of my life doing what you have asked for, but you now tell me 'we can't give you a voucher' !! Why was this never mentioned from the start!
Case: #12502436

Terrible customer service and standards.
AVOID AT ALL COST TO EVERYONE!

Customer service Maja resolved the issue to customer satisfaction. Quality, Excellent products.

I am so thrilled with my giant Le Canopie vase! It is beautiful! I have shopped at Amara several times now over the last few years. Mostly Christmas decorations and beaded placemats. I just got the most beautiful vase, and it was so well-packed and protected, too. I now have more spare bubble-wrap than anyone should reasonably own. This has always been true of the glass Christmas decorations in the past, also.

The last order I made from Amara included two ceramic items which arrived inadequately packaged and in soft plastic envelopes so were in 100 pieces upon arrival.

I ordered some more items and the same thing happened again - two ceramic jugs loosely wrapped in bubble wrap and in a plastic envelope- and surprise surprise broken.

All this and the customer services rep put the phone down on me.

Very poor customer service.

Posted a return using their own return process. Item seemed to get lost on the return journey. Despite sending them all of the tracking information which shows that it had been dropped off (for their own return which they had set up with Evri) they would not help without a receipt - such receipt only gives the same tracking info.

Having asked to raise a complaint twice and being promised they would do so I never got the email they promised.

Refund still pending. Customer service have no desire to help and do not leave notes meaning you have to explain every single time.

Would not recommend.

Excellent and efficient service

My wife Ordered a bistro chair for £185. It came in a battered box and some polystyrene wrapped around it in parts. I sent photos of the 3 damaged areas. They offered me a £20 refund. I said no the damage would mean they would be lucky to sell it for half the money. I said we would keep it and my husband would repair it and paint as i did like the style of the chair. I suggested a £50 refund trying not to be unreasonable. They said no £20 was all I would be offered. Makes no commercial sense to me.I was then told to put it in the original packaging even though I had told them it was thrown away as it was in very bad condition hence the damage to the chair. They then said I should go and buy a new box and packaging at my cost. This company is unreal. Don't buy from them as the customer service department are obviously told to get as much money in not customer service that would lead to me using them again. All companies can get it wrong it really is how you put it right. Certainly lost my future custom. I dare say there will be the standard 'we are sorry and disappointed by your review' however that does not make it right
Not got the additional information they say they wanted through trust pilot

Never use this company

They sent my items which I needed urgently with a security tag on so it was unusable. They then kept me on the phone for 30 mins to do nothing. The manager was always in meetings. Awful awful company

As they well know I asked for an immediate resolution by them collecting and sending another today or tomorrow - I paid for next day delivery ie yesterday. They now suggest I leave work to take it to a store. Unbelievable. They are utterly incompetent. I strongly urge people to shop elsewhere. I have now found the same item cheaper and will be doing just that

And just to say they found the time to answer this review but not to contact me to offer a resolution: says it all!

Update to the previous review, Kyle has been in contact and refunded me now and apologised as he agreed it is dangerous to open, so I've added a few stars as thanks to him.

Previous review:
I spent hundreds of pounds on lots of kitchen items. Paid for Express delivery.The two glass jars I ordered came late. The box was rattling with obviously broken glass. On opening the box it was clear one was ok and stil had shape but the other was making so much broken glass noise and felt hollow with sharp shards obvious under the bubble wrap. I didn't dare open the bubble wrap as there would have been fine glass everywhere and jagged edges. I sent photos of the bar code and video showing the noise the broken glass was making. First of all Amara insisting I pay £5 to return broken glass. When I refused and said it was dangerous they said I had to open the bubble wrap. I said it was dangerous but they refused to believe me. I'd just spent £680 with them and they were refusing to believe me re a £22 glass jar which was bought to be part of a pair.

Their customer service is terrible.

TERRIBLE CUSTOMER SERVICE

Amara went into adminstration (ie bankrupt) last year and if you read the reviews, post this there are primarily negative reviews. Horrible customer service where they will do anything to hold on to your money. I had a credit note (£1000) that they refuse to honor as they went into administration after the voucher was issued.

Customer service, which three times have refused my request for my voucher to be honoured, has now replied with the below which is basically a lie. I have replies from Melody, Ntombifuthi and Paige in customer service stating: "Please be advised that AMARA Living Ltd unfortunately went into administration towards the end of 2022 and has since been acquired by the Frasers Group. For this reason, your AMARA Gift Card is no longer valid"

I bought a few items from their website and when I attempted a return, it turned out I had to pay for shipping but not only that I hat to pay various multiple shipping costs to return the items to the relevant supplier. I went ahead and paid various DHL fees but it turned out DHL did not accept the packages so after visiting 3 drop off points I went back to Amara for help. They then sent me DPD labels and I returned the items but 10 days later I still don’t have a refund. I have proof of delivery but they say I have to wait 14 days before I can ask for my money back. Frankly, in this day and age, e-commerce has come a long way to accept these terms. I am not planning to ever use this company and I hope people reading this review avoid it too.
Amara response to my review is non-sense. For the record I reached out several times before writing my review. I was told they would not even check if my parcel was found before 14 days. Today is day 11th, it will be interesting to see if they actually do something.

I've been chasing a refund for over £300 for the past 3 months and still havent got it. I kept some of the items on the order and returned some. The customer service is SHOCKING, I have emailed over 20 times (no exaggeration) and repeatedly furnished them with all the information such as tracking proof of posting. Each time a different customer service person comes back with a different ticket & request for more information so i repeat myself allover again and they come back with another invalidated excuse or reason why they can't issue a refund. it is unbelievable!!!! It feels like they are trying every way not to refund me when the quite clearly the tracking shows the return items posted & delivered. I opened PayPal case & one customer service advisor told me because its open they can't issue a refund & so I closed it and still NO refund has been issue!! I have purchased many times before from this company but they are under new ownership with shocking customer service. AVOID