BigGreenSmile.com Reviews 4,625

Like a lot of other reviewers, I ordered 3 + weeks ago and have heard nothing. I emailed earlier this week requesting a refund and haven't had a response so I have no idea what's happening. With Christmas on the horizon, I expect even if they do get around to dispatching it, I won't see it until January.
I have ordered from here in the past but I won't do so again. As another customer mentioned- it's the lack of communication which is particularly frustrating and I really don't understand how you can continue to accept orders when you have such a backlog already!

UPDATE:
I ordered on 28th Nov, sent two emails between then and 22nd Nov and was ignored. After the Trustpilot response on 30/12 I sent another email- which has also been ignored! All three emails were requesting a refund/cancellation since I had to purchase items from elsewhere (because some items were needed in time for the xmas period!) so now I'm out of pocket, with no help from the customer service team. FYI the other company sent the items straight away and I got them immediately! I'm still being ignored, Even after this request to send a new email with this trustpilot review as reference. I'm very frustrated and this has solidified my decision not to use this company again after many years of being a customer.

I am really surprised at this as I have found this company to be reliable !
The items were ordered on the 19th November and delivered on the 17 December.
I do understand the difficulties of a warehouse move But :-
I was receiving e mails encouraging ordering of more things in the (interim)
Delivery was Well WITHOUT the 2 week delivery window suggested !
What I feel less understanding about is the fact that on delivery three bars of soap were really unpleasantly sticky and nasty to handle, as were the boxes that contained them; furthermore one of the boxes had a bar of soap a quarter of the size of the other two this box being extremely sticky and battered ..
These were supposed to be presents!
The interior of the main delivery box was dry as was the rest of the order .
One feels that these soaps should never have reached despatch in the state they were in .
I have emailed customer service on the 17th December and have received a generic response and am awaiting further news !
It is now 12:05 on the 18th December !

This is an update as of the 14 th of January 2026

The replacements that were sent were also very sticky and were very underweight and look like samples but contained in the correct box . . I sent photos of them and one on a set of scales reading 0.6 oz as opposed to the correct weight of 2.8 oz . In total 6 bars have now been sent all of which were sticky and only two of which are the right size. I have resent my subsequent complaint twice so far requesting a refund and have not received a reply . This is simply unacceptable!
I since contacted customer services again sending resending my email and later a reminder .
Always get a reply which is obviously automated. It is now 27th January and no real human response . Quite obviously customer service is a very low priority!

It is now the 29 th January and it appears I have the same reply as last time ! It appears the complaint has not been read carefully!

16/12/25
I have to agree with what others have said. I placed an order on 8th November, and received one item in a large box last week, but nothing else.
I have ordered in the past and enjoyed using this company. But unfortunately will not be doing so in the future.
A long delay, with little communication as to when / if the remainder of the order will be delivered ...
I also asked for a refund if the delivery was going to take much longer. But no response to this.
I think after 38 days, there should be an indication of possible delivery dates / or the refund options available.

17/12/25
Having sent further emails today, I received confirmation of a refund in a very apologetic email this afternoon.
Unfortunately my items won't be delivered but I'm very happy to receive the refund, especially coming up to Christmas.
Mistakes happen. And clarity in communication is key.
Thank you to Big Green Smile for sorting it out.

I have previously ordered from this company and been happy with the service. As other recent reviews mention things seem to have fallen apart with the warehouse move. I am still waiting for an order from 9th November. Got a lot of goodwill for this company but it's being tested by the lack of communication and open-ness. I hope that the company learns 1) even if you can't provide time frames acknowledge issue to customers and keep regular contact 2)dont move warehouse or make changes at Christmas time 3) if you are having problems fulfilling orders then dont continue to offer sales or marketing emails until things stabilise 4) offer a meaningful redress to customers who have waited (15% off full price orders is not much) 5) consider employing temporary staff to respond to requests/complaints about unfulfilled orders - I've not heard from an email i sent at the end of November asking about my order

I ordered on 22/11/25 - no communication and I’m still waiting for my order on 15th December. No reply from customer service. I won’t be using them again!

In the last 5 years I have placed 15 orders worth c.£100 each. I've always been happy. But something has gone wrong in the last couple of months. Massive delays and very poor comms and customer care - basically no information coming out to customers. 99% of recent reviews are dreadful experiences. It pains me to say so - but I suggest shopping elsewhere till they have sorted themselves out. They owe their loyal customers a huge apology and some goodwill gesture. ... but they don't even answer the phones !

The products are good value, but it takes around 1 month for them to dispatch and there is no way to edit an order unless you want to cancel and then wait for another month.

I recently placed an order with this company and unfortunately had a very disappointing experience. When I made the purchase, I was told that orders were taking a little longer to be dispatched and would be received within two weeks. After hearing nothing for some time, I emailed for an update and was eventually informed that the dispatch time had doubled, meaning it would be around four weeks instead.

I contacted them multiple times before getting clear information, and the communication throughout was quite slow and inconsistent. I was offered a 15% discount on a future order, but as the problem was with my current purchase, this didn’t feel like a meaningful resolution.

In the end, I decided to request a refund, which the company did issue. While I appreciate that, the overall experience left me frustrated due to the inaccurate timeframe and lack of proactive communication. Based on this, I would be cautious about ordering again unless their dispatch and communication processes improve.

Big green smile do not even deserve one star but it is not possible not to give one for reviews. Almost one month since I placed an order for over £150. I was advised delivery will be delayed but the cut off date was missed and I have no response from customer service to my email. Absolutely unacceptable!

Having read other reviews I wanted to add mine, but with BigGreenSmile.fr . I've used them many times with no problem, firstly in the UK and then in France after we moved in 2018. This time, I placed the order as normal (29/11) but so far no goods received (10/12) and no response to chasing e-mails (and no phone number). Have they gone bust or is it a logistics issue??? I don't know. Will start to look for an alternative before too long.

UPDATE: I finally received my goods on 5 January - so it took 6 weeks from start to finish to deliver. I sent chasing emails, which weren't responded to.

I won't be using this company again. I also really don't like the way their communications were worded - as if we should all understand that a warehouse move, black friday, xmas etc could cause such delays. I work in retail and if I made these kind of excuses to customers, I would be sacked.

Buyer beware.

UPDATE 18 DEC: On 12 Dec I received a reply from customer services, saying that my delivery from 23 Nov would be despatched by COB today. Nothing has happened. I have emailed again to ask where my goods are.

Don't use this company at this time. You have been warned.

Full of excuses. As others have said they are blaming a warehouse change for unacceptable delays of over 2 weeks without explanation. Other reasons for delay include a busy November followed by Black Friday [all of which could and should have been expected and planned for]. I'm not holding out much hope that my products will ever arrive, as they only send an automated message in response.

I have used this company before and been happy, but placed an order on 17th November worth £56 and no update, no response to my email. The website says to expect delays of 2 weeks due to change of warehouse and black Friday but unacceptable not to update on the order.

I placed an order for £52 on 17th November. The confirmation email stated there would be a 2 week delay due to the warehouse move and the Green November promotion. Since then, I have received no update on dispatch. Despite sending 2 emails to customer support, I have had no response which is really disappointing.

If I do not receive confirmation of my order this week, then I will be contacting my bank to cancel the payment.

Poor customer services.
Over 3 weeks and still not delivered.
Written emails and no response.
Called but they do not answer the phone.
Asked for refund ( nearly £60 ) so I can buy locally but no response from the company!
PLEASE respond or just credit my payment
Thank you.

Still waiting for an order, no updates except that we are busy and we’ve moved warehouse. It looks like everyone who placed an order either after the move or shortly before is in the same situation. If no updates I’ll be recalling the payment.

As you don’t bother replying I’ve now sourced your exec team email addresses. I’ll see if any responses.

Seeing other people have had bad experiences lately I thought I’d post mine. Placed a fairly large order on 9 Nov. I then got the message about the warehouse move so might take a couple of weeks. Then got no further comms. I emailed early last week but got no reply. I was about to cancel when I finally got an email saying it’s been dispatched from Amsterdam so will take longer. It finally arrived on 4 Dec.
So if you hang in there it will come by the looks of it!! Not sure I’d use again in a hurry as I was low on stuff so had to buy more on the meantime. Need to give out some goodwill to win customers back!

I've ordered a few things on their web on 22nd Nov and there is Big Dark Silence since. No dispatch time, nobody answers the phone and my queries via e-mail regarding shipping are not answered.
One Big Disappointment!!!!!!!!!!!!!!!!!!!!!!!!!

I have been waiting for over 3 weeks for an order for £58. The customer services number tells you to email but they have not replied to any of my emails. I feel really angry that a company with a green philosophy can treat customers so badly. They should be ashamed!!

Still waiting for my order placed 3 weeks ago. No response to my 2 emails to customer service either.

I have been using Big Green Smile for years and the have always been excellent with good customer service until now; I have been waiting 3 weeks for my over £100 order and customer service do not reply.