Crabtree & Evelyn Customer Service Issues

I have been trying to get help with my orders from Crabtree and Evelyn through emails with no response. The customer service phone line is not working, leaving only emails as a point of contact. This lack of phone support is frustrating as it feels like a safety net is missing for online purchases. Despite claiming they aim to provide a luxury shopping experience, my experience has been far from that. Discovering that Crabtree and Evelyn products are sold at Walmart has made me question the exclusivity and quality of their products. The possibility of them selling out to Walmart and compromising on quality is disappointing. The lack of response to my emails and the overall customer service experience has made me consider canceling my orders. It's disheartening to see a brand I once believed in potentially losing its integrity.

I spent more than I intended due to shipping and tax after making a mistake on my initial order. I was hoping to spend $15 and get a free additional item, but ended up paying more for packaging fees and receiving less. I missed out on the sale entirely and now I'm disappointed. If the advertisement had been clearer, maybe this could have been avoided. This was my first time ordering from them, and I had assumed I could reach out to customer support easily, but it seems I was mistaken.

During their mid-June sale, I placed an order for 4 bottles of Gardener's liquid soap and 4 bottles of Gardener's body wash. Unfortunately, the package arrived torn open with 5 bottles missing. I followed the instructions provided and contacted the email address they suggested (askus), attaching details and photos, but have not received any response. I then reached out to the Post Office regarding the lost items, but they directed me back to the shipper for missing item claims. When I called the number provided ([redacted]), I received a message stating it was no longer in service, leading me to crabtree-evelyn.com/contactus, which yielded no response either. I also tried reaching out to the alternate email address askus@crabtree-evelyn and ended up on a search page on Google. This frustrating cycle has left me without assistance as a customer. I am hoping to receive the 5 missing bottles of Crabtree & Evelyn products. Thank you for any suggestions you may have.

I have yet to receive my order from Crabtree and Evelyn. According to UPS, they initially lost the package but later found it. Despite their reassurances of daily deliveries, it has not arrived. I have been in touch with Crabtree and Evelyn support, who are investigating the issue, while UPS continues to promise imminent delivery which never happens. At this point, I am exasperated and seek either a replacement or a refund. Each day, I contact UPS, only to be told that the package will arrive, which it never does. Regrettably, there is no functioning contact number for direct assistance from Crabtree and Evelyn, adding to the frustration.

I recently found an empty 0.8 fl oz bottle of Verbena and Lavender de Provence in an old purse, likely from a hotel. I ordered Verbena & Lavender body lotion and hand cream directly from you. However, I am extremely disappointed as THE SCENT IS HORRIBLE! Have you altered the formula or made changes to the product? The new labeling does not include "de Provence." I have seen the same .8 oz bottles labeled "de Provence" on eBay. Your products are pricey, and I may not buy from you again. I would appreciate a refund or a replacement. I am a dissatisfied customer.

I am experiencing issues with signing in and several orders on the Crabtree & Evelyn website. The provided phone number and information seem to be incorrect, leading to difficulty in reaching customer service. I cannot locate the help button mentioned to address my concerns. I would appreciate a valid phone number to contact a representative for assistance with my account and orders. Thank you. - M.W.S. Email: [redacted] Phone: [redacted]

I am disappointed with the changes in your company. In the past, you had a great variety of soaps and lotions. However, I am now unable to find any bar soaps on your website. Your Seashell Jojoba line, which I adored and used for almost three decades, has been discontinued. This decision has left me longing for the product, as well as many other customers, evidenced by the high prices it commands on eBay. It seems like you have abandoned the unique qualities that made your skincare products stand out, and you are now just like any other company. It's truly regrettable. - A.T.

As a long-time fan of the Evelyn Rose creme pour le corps, I recently purchased the new Velvet Body Melt hoping for the same sweet rose fragrance. However, upon receiving it last week, I was disappointed to find that the scent was not the same. The new creme has a chemically smell and lacks the beloved rose scent of the original product. I have tried using it, but the fragrance does not improve on the skin. I wanted to provide feedback that I will not continue using this product that I have enjoyed for years due to the formula change. This new version is not an improvement.

I am unsure if this message will reach Crabtree Evelyn. It has been some time, but I am hopeful for a comeback. Your products were truly special, like an American treasure. The nighttime garments and Nantucket Briar fragrance were personal favorites. I have been a loyal customer for years. It would be great to have more information about changes. It would be beneficial to conduct better research to cater to a wider range of age groups. The atmosphere in your stores was always unique, reminiscent of the charm of Victoria magazine. Bringing back that feeling of beauty and serenity is essential. As I enjoy my last bottle of oil, I remain hopeful that there are others like me who appreciate your products. Please consider creating more excitement around your offerings, especially Nantucket Briar. Thank you for allowing me to share my thoughts. Judy M. Email: [redacted]