Holland & Barrett Reviews 

Me and my family have been going to this store for many years and have never had a problems until today.
At 3.40pm standing in your store I ordered and paid online for a product, I had confirmation receipt and the product in my hands. Please note that I had been told by previous staff that I can pay online and collect straight away as long as I had an online receipt, the staff would note down confirmation number and register later that it has been collected.

Today a staff that I have not met before told me that they have not received confirmation on their device and that I have to leave and come back a couple of days later to collect it.
I asked to see the manager and the manager must be new as I have not met her before said that she did not like my attitude and tone, backed her staff and said that's the rules, took the product off me and told me to leave and come back another day to collect. I asked if I can have a refund as I don't want to come back a couple of days later. The manager replied that they don't do refunds and that I would have to contact customer services for refunds.
During the time arguing with the manager which was about 5 minutes her devices pinged. Without any apology she just said do you want it or not as we have just received confirmation.
I said yes as I don't want to mess about contacting customer service for a refund.

This could have been avoided if they were trained properly, all they had to say to customer was sorry we have not received confirmation, please can you wait a few minutes for us to receive confirmation, apology if the system is abit slow.

I told the manager that i was unhappy and will not be visiting the store again.
The manager seemed to not care about losing a customer.
Wrong you have lost 20+ customers, I will not stay quiet as I have family, friends and work colleagues.
It's a shame, I did liked the products in your store.

The order arrived all in good condition and a day early would recommend

Great value in vitamins prompt delivery overall 5 stars service

Absolute scumbag thieves what ever you do do not order from them stole my money frauded my card dont deliver dont reply 200 quid pf my hard earned money these are the worst scum bags ...go to another shop

I love the huge range of products available. Our nearest branch is Killarney, over an hour from where we live, so I find the online shop fantastic, and there are loads of special offers too, so handy for stocking up! Orders are always delivered within a couple of days.

Holland and Barrett have an excellent online service, very affordable efficient service. Their staff are always very helpful and friendly ,and let me know when there are discounts and new products, would highly recommend.

My online order (9027335288) arrived in a damaged parcel, and the coconut oil inside had already been opened with the seal broken, which raised hygiene concerns. However, the issue has now been resolved.

I used to love H&B.

The physical stores and their staff are 5-star, exceptionally friendly and knowledgeable.

However, the online “customer service” is a total disaster! It is single-handedly destroying this once-great company.

Indeed, it feels like the Chief Experience Officer (which I believe is currently Lidia Muravieva) is overseeing a department that is trained to be as unhelpful as possible. No matter whichever agent you deal with, they are unwilling to make it a positive interaction. Why is this? It can only be a culture driven by the top down. Whoever leads the Customer Service division needs to go, so H&B can re-build its online reputation.

I won’t be shopping online at H&B again until the online experience matches the high standard of the shops.

If I could give zero stars, I would. I ordered some tea bags and a box of sweets intended as nice gifts, but what I received looks like it was repeatedly run over by a steamroller! Every single item's outer packaging is completely crushed, mangled, and destroyed. How am I supposed to give these as gifts now? It is an absolute embarrassment.
What makes this nightmare even worse is the terrible position your system puts customers in. I paid for the majority of this order using my hard-earned loyalty points. If I go through the massive hassle of returning these ruined items, by the time the refund is finally processed, my points will likely have completely expired.
So, I am essentially trapped by Holland & Barrett: either I keep mangled garbage that belongs in a recycling bin, or I return it and lose my points forever. This is zero respect for the items being shipped and zero respect for loyal customers. Beyond furious and totally disappointed!

Lovely staff in the Clonmel store..very knowledgeable and helpful ..

Has everything you need in vitamins and more in one shop . Great products and fantastic promotions to keep the price reasonable

I made my order, but it was sent to Ireland, not Manchester UK, I emailed you and pointed out the error. The next day my order arrived from Ireland. I emailed to let you know and to say well done. I then got a email from you to say you have sent me a duplicate order. I emailed back to say I have got my order. Your duplicate order arrived from Ireland again. I hope I don't get charged for 2 orders. Thanks.

H&B always have a great range of products, good special offers and the staff are very helpful & professional giving you time to browse & not doing the hard sell.

⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️ Ten-Star Experience ⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️

I had an absolutely outstanding experience at Holland & Barrett thanks to one of your young female team members.

Her level of customer service was exceptional. She was warm, approachable, and genuinely interested in helping — not just selling. She listened carefully, answered my questions clearly, and made sure I felt confident about my purchase. Nothing was rushed, and I never felt pressured.

It’s rare to encounter someone who combines professionalism with such natural kindness and patience. She is a real credit to the Holland & Barrett team and represents the brand in the best possible way.

Please pass on my sincere thanks — this was customer service at its very best.

Highly recommended! NIAMH

Extremely poor service and communication from H&B Online. Ordered Lavender Oil to be delivered to my local store. Order No. 9026786113 on the 29/01/26 with a delivery date of the next day. Received an update on the 30/01/26 of a delay in delivery, this was my only and last communication from H&B. Telephoned H&B Customer Service a week later to cancel my order but told I can only cancel 14 days after order made. Still no communication but as you cannot talk to a real person I could only do webchat on the 10/02/26 which they did cancel my order but only after the 13/02/26 and I eventually received a refund on the 20/02/26. I will no longer use H&B Online and my order in my account is still showing as order progressing. If H&B cannot fulfil an order then a refund should be granted immediately not the customer having to contact the company and holding your money.

One of my go to stores anywhere. When I need a healthy snack, refill on my supplements/proteins - they are always very friendly and helpful and there isn’t a single product I’ve tried and not benefited from.

I have been a loyal customer for several months, regularly spending over £100 and accumulating £18 in reward points. I received an expiry reminder and attempted to use the points on the final day but was unable to do so.

I contacted customer service immediately, but instead of properly addressing the issue, I received irrelevant responses referring to promotional codes. After receiving no meaningful reply, I sent a follow-up email.

Shortly after my follow-up, I noticed that not only had the original points expired, but the remaining £5 in my account had also been removed.

Very disappointing experience. Poor communication and no real effort to resolve the issue for a loyal customer.

Poor customer service at barnsley branch. Only worth visiting when its 3 for 2 otherwise its just overpriced stuff you can get online anywhere else for a fraction of the price and you dont have to deal with rude staff

Appalling customer service. It's like pulling teeth trying to get a response. I've been contacting them since yesterday morning about the problem I had on the app, and when you finally do get a response they're not at all helpful. I had 500 points added to my account by H&B as a welcome to the new loyalty points scheme, these were to be used by the end of 17th February. I was placing my order that night, well before 23.59 and the points disappeared. I've queried this with a chat advisor and they were really quite short and not at all helpful. The explanation they gave was a load of rubbish. I expect better from H&B.

Just to add, i received an email first which didn't answer my query, then the next day I was in conversation with an adviser on chat.

24th Feb update. I still haven't heard from H&B so l'm still waiting for them to sort my problem out. It seems like they respond with a 'we'd like to help blah blah blah' reply to negative reviews to make it look like they're a good company who'll resolve any problem you have. I've lost patience with them now and I'll be advising family and friends not to buy from this company in future.

H&B have been in touch since l updated my review this morning, explained, apologised and given me my points back. I've amended my review to four stars now. Thanks for sorting it out. I hope your customer service is better from the start next time!

I spoke with Alex who is a Senior Nutritionist and he was incredible! Provided all the right information that I urgently needed as well as a made up basket of products within a link that I could go straight to and purchase with no hassle!! Highly recommend him!! Thank you Alex!!

Melissa