Rituals Reviews 

Absolutely shocking customer service, the WhatsApp service system is slow and deeply unprofessional. My initial email complaint was completely ignored and when followed up, the response was patronising and dismissed the run down of problems I had experienced. I made my original order in early Jan and as of today I still have no product, in their defense they did refund and offer a discount but that disappeared for some reason and I'm yet to recover that discount. Sadly my original spend was on a gift card so I'm locked into spending that money now but I guarantee that I will never spend money with Rituals again. It is beyond my understanding how such a simple process can be made so unpleasant.

Edit: As of today the order has been made with some discount, let's see how this one pans out.

I visited the Rituals store in Chester today and was served by Tracey — what an amazing experience.

She offered me a gorgeous tea and was incredibly helpful when I was looking for refills for my diffuser. She also explained the spend £45 offer (I ended up spending more 😄) and I treated myself to a beautiful new hand wash.

The service was friendly, thoughtful, and genuinely welcoming. Tracey is a real asset to the business. Thank you so much for such a lovely experience.

I recently bought (December )3 refill body creams and they do not fit the new glass containers that had been introduced in September 2025, so the refills I purchased were not fit for purpose , this is totally unacceptable. I complained asking for a refund or provision of 3 new containers. I was advised to return the refills and they offered 10 percent discount off my next purchase, I feel that the old refills should not have been in circulation in December if they introduced new packaging in September, and I am unhappy I have been inconvenienced

Visited the Rituals store at the Overgate in Dundee, and was greeted by the lovely Emma. This is the third visit by my husband (to buy my Christmas present, served by Sky, who guided him to something I loved) and the second visit by myself to buy body cream and a refill also my husband bought his favourite soap. Emma was so polite and friendly, she remembered me and thanked me for my last review. I love going to this store, Emma really made me feel special. A lovely store with wonderful Emma and Sky at the helm. Makes such a difference to your shopping experience. Thankyou 🤗

Amazing staff at castlepoint store, Suzanne in particular was so helpful,friendly, and knowledgeable. She really took the time to make great recommendations and made whole experience a pleasure. I only wish the online shopping experience was as good as the in store service

I was in rituals silverburn testing out the variety of scents and products and a lovely worker Ryan came and asked if I wanted any help we asked him what his personal favourite was and he no doubt told us and asked if we wanted to see how to properly do a hand massage with the rituals products so we said yes and Ryan was incredibly helpful walking through the steps slowly and simply answering any questions along the way

I have always had a wonderful customer experience and love their products. Eleanor at York Outlet really looked after me and I left a very happy customer and lots of lovely purchases. Thank you Eleanor.

Don’t buy their diffusers, they evaporate overnight. Filled in 5 diffusers, 75 mls each and overturn all gone. Very cheap quality. Shame because their imperial rose scent is amazing but not if lasts 1 day.

I just had a wonderful shopping experience in the store in Bristol. Kelsey was knowledgeable, genunie and really helpful. I left with a big smile on my face (and very smooth hands!) I will definatly be back.

Shop in Braehead. Staff are so helpful and guide you to the products that are best suited for your skin type. I was so impressed with the knowledge of the products and staff. Shopping online was a benefit and it saved me from carrying large purchases. I much prefer to shop in store.

My delivery was meant to be yesterday but the courier service claimed there was an issue with my address. They (Yodel) insisted this would be corrected. I contacted Yodel this morning and they said the parcel would definitely arrive and to "kindly wait". Now they're saying there's an issue with my address again. That's two days off work stuck in the house waiting for something not to arrive. I'm livid.

I've rearranged a date for delivery and manually entered my address. Just in case there's an issue with Rituals communication to them.

At this point I don't even want the items. I tried to cancel but both companies are super sketchy with returns I've now come to realise.

If I don't get my parcel I will go through my bank and/or the police for the refund.

Honestly save yourself the hassle and don't buy online with them

Nasty piece of work the people here claiming they refunded my REFUND and clearly never did I WOULD NEVER SET FOOT IN ANY OF THEIR STORES AGAIN il be putting people wide to them as well

I waited over a month for my deluxe birthday gift to unlock so I could place a special online order. On the actual day of my birthday, it still hadn’t unlocked.

I contacted customer services and was then told I had to be subscribed to their newsletter to receive the free gift. This is not made clear at all. Why show the reward in the rewards section if it’s not going to unlock? And why not clearly state that newsletter subscription is required? I had no idea.

A few weeks earlier, I had successfully used another voucher in-store, so I assumed everything was working as it should. Clearly not.

Customer services were completely unhelpful and basically told me to subscribe now so I could maybe get next year’s gift instead. Thanks very much.

Extremely disappointing experience. I won’t be buying from you again.

My go-to for Christmas pressies!!!

Poor customer service. Don’t bother with online rewards as they don’t add them.

Love the products but they're overpriced, and the customer service these days is shocking. Trying to contact them puts you into endless loops of ai chat bots who tell you that you don't have a problem, goodbye.

useless.

I visited Rituals outlet in Freeport village Braintree Essex today. As I suffer with Lupus and have lots of problems with my skin I discussed my problem with Kelly she was understanding and helpful also the other lady in the store helped me also. I was so pleased that Kelly gave me a sample of day and night cream which I’m really looking forward to trying it tonight. I have lots of Rituals body washes and creams, defusers, etc to say just a few. I hope the creams is suitable for my skin. I want to say a big Thank You to Kelly for her understanding and excellent customer care

I tried to place a Christmas order on the Rituals UK website from overseas to be delivered to a UK address. This is a very common purchasing scenario and one I completed successfully with many other UK retailers.

Rituals UK does not allow a non UK billing address at checkout at all. The billing country is hard coded to the United Kingdom, which means legitimate overseas cards are blocked even when the billing address matches the card issuer and delivery is within the UK. This is a merchant side policy decision, not a bank or payment issue.

What made the experience particularly poor was the customer service. Over several days, across WhatsApp and email, I received contradictory explanations, incorrect advice, and repeated assurances that this was “not typical,” when it is clearly by design. No one took ownership or explained the policy transparently until the very end.

As a returning customer buying gifts specifically because my family enjoys Rituals products, this resulted in a lost Christmas order which I placed elsewhere with competitors who accept overseas billing without issue.

The policy itself is disappointing, but the lack of clarity, consistency, and ownership in customer support is what ultimately damaged my confidence in the brand. I hope management take note of this.

I would like to sincerely thank the Rituals.com customer service team for the quick resolution of my complaint. I purchased a perfume gift set in Madeira for €49.90. After unpacking it at home in the Czech Republic, I discovered that the perfume cap was damaged and half of the perfume had leaked out. As a result, the perfume was incomplete and unusable.

I contacted Rituals.com customer service, and we subsequently handled the matter via WhatsApp. I would like to express my great appreciation for the speed and exceptional willingness of the customer service team to resolve my complaint. I experienced immediate follow-up responses, along with very clear, friendly, and professional communication.

Without any delays, I received a full refund of €49.90 to my bank account from Rituals, and as an apology, I was also given a 20% discount on my next purchase. Incredible! Thank you very much. I highly recommend Rituals anywhere in Europe. Aleš Lang

Money is being taken from my account. No product I did not subscribe. Continually asking for a refund with nobody. Fraudulent