Extremely disappointing customer service from Devan’s and team at Muswell hill store. I am not from London and was sold a used £29 item. When I raised this issue, I was told I could only rec... See more
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See what reviewers are saying
Buyer beware customer service is extremely poor. If things go wrong be advised this company will not help resolve problems. My order was accidentally delivered to the wrong address because the first... See more
Company replied
Good product range but vastly overpriced. Much better value for money at As Nature Intended. Online fulfilment sloppy - little in the way of updates concerning stock, delays in despatch, slow respon... See more
If you are like me who cares about quality food, and living in a busy city like London. You know there's no where else you can go in terms of buying quality food that's organic. I see some peo... See more
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2.1
Poor
188 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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Mis-sold used item and refused reasonable refund process
Extremely disappointing customer service from Devan’s and team at Muswell hill store. I am not from London and was sold a used £29 item.
When I raised this issue, I was told I could only receive a refund or exchange by returning the item in person to the Muswell Hill store. This is completely unreasonable as I do not live in London and am currently travelling, meaning this is not a practical solution.
Despite providing clear photographic evidence, no alternative such as a postal return or remote refund has been offered, which is very poor practice for a legitimate customer issue.
I am now formally requesting a full refund given the item was used and mis-sold. If this cannot be resolved reasonably, I will be escalating the matter further.
Overall, this has been a frustrating and unacceptable experience with very poor customer service.
10 April 2026
Unprompted review
Reply from Planet Organic
Thank you for your feedback.
We’re sorry to hear about the experience in our store. We have already reached out to you directly and offered a full refund to resolve the issue.
This is not the level of service we aim to provide, and we are addressing this internally to ensure improvements are made. Thanks for bringing the matter to our attention.
Best, Planet Organic Team
Buyer beware customer service is…
Buyer beware customer service is extremely poor. If things go wrong be advised this company will not help resolve problems.
My order was accidentally delivered to the wrong address because the first few letters of the postcode were the wrong way round, the courier company was ready and willing to investigate but planet organic refused to contact them. Their suggestion was go to random persons house which may not be safe and request the package back instead. Awful service will avoid in future.
5 March 2026
Unprompted review
Reply from Planet Organic
We’re very sorry to hear that you feel this way about your experience, and we completely understand how frustrating this situation must have been.
As explained in our correspondence, we did request the necessary details from you so that we could raise the case with our courier partner and review the delivery. However, in the interest of full transparency, the courier’s policy states that when an incorrect delivery address is provided on the order, they are not liable for retrieving the parcel once it has been delivered to that address.
We appreciate that this is not the outcome you were hoping for, and we are sorry for the disappointment caused. Our intention is always to be as open as possible about what actions we can take.
Best, Planet Organic Team
DANGEROUS shelf labelling & unauthorised card charges
bought a cake from a shelf labelled 'gluten free'. turned out to be a normal cake, NOT GF - in the exact same packaging as the GF ones!! felt awful, checked the tiny tiny ingredients list - wheat flour. emailed them to point out the danger. got 2 nonsensical replies, no offer of refund. had to push them to do this. they called me to refund the purchase, and when i checked my bank they had CHARGED ME AGAIN instead of refunding!! talk about adding insult to injury. read the labels if you have allergies, don't trust shelf labels!!
2 February 2026
Unprompted review
Reply from Planet Organic
Thank you for taking the time to share your experience.
We sincerely apologise for the confusion and inconvenience caused.
To clarify, the shelf edge label for the Gluten Free product you initially picked up was indeed correct. However, we recognise that the distinction between the two products, Fraccaro Panettone 500g (gluten free) and 750g (not gluten free), could have been made clearer on the packaging, and we apologise for any resulting concern.
We are also very sorry for the issues you experienced with the refund. We’re glad that our Finance team was able to resolve the matter promptly once notified.
We appreciate your feedback, as it helps us improve both our labelling and customer service.
Thank you again for bringing this to our attention, and we hope to provide a smoother experience for you in the future.
Best, Planet Organic Team
Their Cacao Powder is really COCOA
I bought a 500g pack of what was labelled as "Cacao Powder" packaged by this company. When the Cacao butter is removed from Cacao whats left is COCOA. This Cacao powder isn't Cacao at all, its COCOA and it tastes absolutely awful without cacao butter in it to give the creamy texture. This COCOA would be fantastic for baking, but its not Cacao as labelled I am afraid, I cannot drink this stuff. A complete waste of money for a daily ritual CACAO lover like me who has been teaching about cacao since 2007. But if you need it for baking, cakes, biscuits, anything chocolatey, its perfect for that as its COCOA, not cacao.
20 January 2026
Unprompted review
Reply from Planet Organic
Thank you for your feedback and we apologise for any disappointment caused.
We truly appreciate you taking the time to share your experience. One of our staffs has reached out to you via email from our customer service desk to address your concerns in more detail. We hope to resolve this matter and ensure your satisfaction.
Best, Planet Organic Team
Not bad but the Neil Street app support needs attention
Not bad. I’ve been shopping at Planet Organic for years, mainly in Muswell Hill and occasionally in Hampstead. They went into administration for a while but eventually managed to recover.
Planet Organic is not cheap. However, it
does have items I like and good quality stuff and that's why I keep returning. Their smoothies are also good.
The real issue for me is their app, which has changed so many times—Yo Yo, then another provider, and now Neil Street. The support from the latter has been absolutely awful. My sister spent £100 on a loyalty card, and when I contacted support, they told me to add the card myself. The problem is the card has four digits, while the app only accepts three. Instead of helping, Neil Street simply closed the ticket. I used the card over the counter and their support staff told me they can only prtovide a receipt for me to claim the points. I sent this to Neil Street support. They then asked me to send them a photo of the back and front of the card. Good think I did not throw away the card really as all credit was now spent. They then said I should use the app to add the card and closed the ticket. Lovely! That's excellent support guys!
At this point, I’ll use the remaining points and then stop shopping at Planet Organic altogether.
To be fair, I’m sure Planet Organic would argue that the app isn’t under their direct control. But they chose to use Neil Street, and as far as I’m concerned, that decision has cost them a loyal customer.
This has nothing to do with points. It’s the principle. If the app support team ignore my emails to help I want no association. We lack certain qualities that are essential today and it’s just rude
5 January 2026
Unprompted review
Reply from Planet Organic
Thank you for sharing your feedback about our loyalty app. We are very sorry that the support you received from our partner did not meet expectations.
We would love to offer more flexibility within our loyalty scheme, such as allowing points to be added regardless of payment method, but we are currently limited by the app’s terms of use, which are set by Neil Street.
We understand that this can be frustrating and disappointing, and we are actively exploring ways to make the experience better for all our customers.
Best, Planet Organic Team
heartless staff, very poor show
I was in Planet Organic Hampstead on Christmas Eve. I spent £140 but as I was leaving I noticed a big issue seller outside. There was also another homeless person we had passed a few doors away. I asked the till assistant if he could break a £10 note into 2 fivers to give money to these people on Christmas Eve. He said "we can't give change". I replied "as its xmas, for people out in the street" but all he could say was "its the rules". The other 2 staff on the tills, one of whom I think was the manager were aware of the conversation but didn't help either. I'd have expected a bit more heart from a shop of this type.
24 December 2025
Unprompted review
Reply from Planet Organic
Thank you for sharing your experience. We are very sorry that we were unable to help on Christmas Eve. Our staff are not usually allowed to open the tills outside of a standard transaction, which is why they were not able to break your note.
We completely understand your frustration and agree that small acts of kindness, especially at this time of year, can make a big difference. We would love to discuss this in more detail. Please reach out to us at talktous@planetorganic.com .
We will also take your feedback on board and look at how we can handle similar situations with more care in the future.
Best, Planet Organic Team
They don’t even deserve 1 star
They don’t even deserve 1 star! They allow you to order on line items that are out of stock take your money then they cancel the order with no explanation but it takes them another 7-10 days to refund you - SCAMMERS
4 December 2025
Unprompted review
Reply from Planet Organic
Thank you for your feedback,
We sincerely apologise for the frustration this situation has caused. Unfortunately we experienced some serious technical difficulties that resulted in certain products being oversold even when they were unavailable.
In some cases products that had been discontinued years ago were still listed as available in our system. As much as we would have loved to fulfil every order, we simply have no way to source these items. The only solution we could provide was a full refund, which we understand can take seven to ten business days to process.
We truly value our customers and are actively working to prevent this from happening in the future. Your feedback is important to us and we are deeply sorry for any inconvenience caused.
Best, Planet Organic Team
Really poor customer service and…
Really poor customer service and overpriced delivery. An extortionately high delivery fee was charged for a very small parcel that was severely delayed twice and ended up going to waste as it did not arrive in time, as promised, to give as a gift. After reaching out to the customer support I was met with nothing but useless responses of there's nothing we can do! I will never be ordering again from here. And to further exasperate the issue, I have been accused of threatening their staff because I complained about the customer service! If a company cannot accept honest criticism that clearly reflects their insecurity in the service they are providing or lack thereof.
1 December 2025
Unprompted review
Reply from Planet Organic
Thank you for your feedback.
We have looked into your order and can confirm that it was delivered within the advertised timeframe of 5 working days. I completely understand your concerns regarding delivery costs and appreciate the opportunity to clarify.
We actually subsidise our delivery fees, meaning the price customers pay is lower than what we are charged by our courier partners. We ship exclusively with DPD (rather than lower-cost services like Evri or Yodel) to ensure reliability and a better customer experience. As a small independent retailer shipping in much smaller volumes than larger retailers, we unfortunately cannot access the same discounted rates they receive. We always strive to keep costs fair and accessible, but further reductions would impact the sustainability of our business.
Finally, we kindly ask that all communication with our staff remains respectful. Insulting or threatening team members in an attempt to obtain something is not acceptable and makes it difficult for us to assist you effectively.
We truly value our customers and hope this explanation helps clarify the situation.
Best, Planet Organic Team
Possitive customer experience with Planet Organic.
I placed on order, regardless all the negative reviews, and got all of the items delived the next week. I couldn’t be happier with the products and the delivery was fast. I’ll definetely order again:)
27 October 2025
Unprompted review
Reply from Planet Organic
Thank you ever so much for taking the time to share your experience. We are genuinely delighted to hear that your order arrived promptly and that you are so pleased with the products. Your kind words mean the world to us, and we look forward to having the pleasure of serving you again very soon.
Best, Planet Organic Team
Avoid
Avoid. Ordered tea online and only one attempt was made to deliver it before being left at a shop half a mile away. When I collected the box I opened it to discover wrong product sent….after I’d paid a premium to get the product I wanted. Overpriced and poor service.
22 October 2025
Unprompted review
Reply from Planet Organic
We feel it’s important to clarify the situation. The product you received is the correct item, only in updated packaging. The ingredients and specifications are exactly as advertised, and we provided direct links to the brand’s official information to confirm this.
Despite the evidence shared, it seems that this information was ignored, and incorrect claims about our product and service were posted publicly. Spreading misinformation like this is both unfair and disheartening, especially when we have provided clear proof to the contrary.
We stand by the accuracy of our products and communications and remain happy to assist with any genuine questions or concerns.
Best, Planet Organic Team
Environmental gaslighting
I went to Planet Organic to refill my 5L Ecover laundry fabric softener. When I went to pay, I was shocked to find the cost of re-filling this 5 L bottle was substantially more expensive than buying it off the shelf at any other supermarket or local shop. I registered a complaint with the store manager who simply said their supplier was driving up the cost stop and there was nothing they could do about it. However, when I went to 2 local grocers they were both able to quote filling up my 5 L bottle for £12 and £13 respectively, not £15.50!!! The grocers are not chain shops and no doubt have far less profit margins than Planet Organic.
The fact that they promote themselves as an environmental eco-conscious company is a complete falsehood. I went to the store to do the right thing and not buy plastic by refilling my old bottle. Refills should cost less than buying the product off the shelf however your refills cost more. It left me so outraged that I will never shop at planet organic again.
Shame on Planet Organic. If they really cared about the planet they would not be penalising customers for wanting to do the right thing.
22 October 2025
Unprompted review
Reply from Planet Organic
Thank you for getting in touch and sharing your feedback.
At Planet Organic, we truly value customers like you who make conscious efforts to live sustainably. Your commitment to reducing plastic is exactly the kind of action we aim to support, and we are genuinely sorry that your recent refill experience was frustrating.
We would like to clarify that the refill price reflects the cost we incur from our supplier. At this time, we are unable to offer it at a lower price than the pre-packaged product. Please be assured this is not intended to discourage sustainable choices, but simply reflects current supply costs.
We are continuously reviewing our refill options and are considering replacing Ecover refills with Greenscents in the future. This change may allow us to provide more competitively priced refill products, enabling customers like you to reduce single-use plastic while still enjoying high-quality products.
Your feedback is invaluable and helps us improve both our environmental initiatives and customer experience. We hope you will continue to support our sustainability efforts and share your ideas with us, together, we can make a real difference.
Best, Planet Organic Team
I was a little hesitant with placing an…
I was a little hesitant with placing an order with Planet Organic online by the Trustpilot reviews alone yet took a gamble on Thursday(organic September promotion alongside the subscriber promotional email received featuring Fushi’s Shea Butter etc. - sold a long time ago about the virtues of this prised African grown & produced plant gem yet always had a desire to try the Fushi one). I chose the standard delivery option & was fortunate to receive it today(Saturday 13th September 2025) via DPD, thank you for the swift & efficient customer service experience.
11 September 2025
Unprompted review
Reply from Planet Organic
Thank you so much for your honest and unprompted review.
We truly appreciate you taking the time to share your experience with us. We’re delighted to hear that your order arrived swiftly and that you’re pleased with both the service and your Fushi Shea Butter.
Feedback like yours means the world to us, and we couldn’t be more chuffed to know we met your expectations. We look forward to serving you again soon!
Best, Planet Organic Team
I placed an order with planet organic
I placed an order with planet organic , order was £46 . I didn’t receive it from DPD who delivered it to a neighbour and she gave it him back , but he didn’t deliver to me . Put a complaint in , planet organic sent me an email to ask if I wanted a refund or a replacement, I’ve sent so many emails through various ways and my email will not deliver !! It keeps coming back as undeliverable. I couldn’t get in touch with them , after posting on trust pilot , they have reached out and refunded my money . The service has been amazing , would recommend. Thank you planet organic for your quick service
29 August 2025
Unprompted review
Reply from Planet Organic
We are very sorry to read your review and understand how frustrating this situation must have been for you.
As mentioned in the email we sent, once we received your initial message we immediately raised a complaint with DPD and provided them with the information you shared so their investigation could begin. As soon as we received the outcome from the courier, we contacted you to offer either a refund or a replacement. Unfortunately, we never received a response.
We are sorry to hear you have had trouble getting emails through to us. While we do receive a large volume of correspondence each day, we will flag this with our IT team to ensure nothing is preventing messages from being delivered.
While we completely appreciate your frustration, please know that we acted swiftly to investigate and offered a resolution as soon as we were able. It is disappointing to be met with such harsh feedback when we have done everything within our power to resolve the issue. A refund has been issued for your order, as this was offered in the resolution provided prior your review was posted. Best, Planet Organic Team
UPDATE - 01/09/2025
Thank you very much for updating your review following our response and resolution. We really appreciate your feedback and are pleased that we could address your concerns. Your updated review means a great deal to us, and we’re grateful for the opportunity to ensure your experience with us has been a positive one.
Best, Planet Organic Team
Reply from Planet Organic
We are sorry to hear about your dissatisfaction.
After reviewing your case carefully, we have found that your concerns relate to our Terms of Service and the courier’s Terms of Service, which were agreed upon at the time of purchase.
While we understand your disappointment, we would like to assure you that all appropriate protocols were followed during the investigation of your dispute. The outcome confirmed that the parcel was delivered in accordance with the agreed Terms of Service.
We appreciate your understanding and thank you for bringing your concerns to our attention.
Best, Planet Organic Team
Don’t let negative reviews put you off
Just wanted to leave a review here for the online store in light of some of the negative reviews - i hadn’t heard of planet organic but did a fairly big order from them as they had a sale on. Standard delivery is 3-5 days but after 4 days I still had nothing - come on here and saw all these negative reviews and immediately thought i’ve wasted my time. Contacted planet organic - the customer service team got back to me really quickly, explained they had a little delay with stock, my products came in the next day and then were dispatched next day delivery. Honestly can’t fault them at all they communicated quickly and clearly, products are great - i think we have to give smaller businesses a bit of leeway sometimes there will be delays in shipping or in stock but as long as they always communicate i think it’s ok :)
9 August 2025
Unprompted review
Reply from Planet Organic
We are truly grateful that you took the time to share your experience and for your patience throughout. It’s wonderful to hear that we were able to resolve the delay promptly and that your order arrived safely. Your kind words about our communication and products really mean a lot to us. As a smaller business, we do our best to provide excellent service, and your understanding and support are very encouraging. Thank you once again for chosing us!
We very much look forward to serving you again in the future.
Best, Planet Organic Team
Items were not dispatched until I…
Items were not dispatched until I chased up the order and the free nail file as set out on the website when buying two manacurist nail products did nor arrive. I will not be using this company again. Very disappointed. No email or apology received in response to my email requesting updated order dispatch information.
7 August 2025
Unprompted review
Reply from Planet Organic
We are very sorry to hear about your disappointment and for any frustration this has caused. We have looked into your order and can confirm it was delivered within our Standard Shipping timeframe of three to five working days, Monday to Friday, excluding bank holidays. For customers who need their items more quickly we also offer a Next Day Delivery service when selected at checkout.
We also apologise that the complimentary nail file was not included in your parcel. This was an oversight on our part and we will arrange for one to be sent to you straight away. Your feedback is important to us and will help us improve our communication and order fulfilment in the future.
Thank you for bringing this matter to our attention.
Best, Planet Organic Team
Inappropriate Ask
Made a purchase of supplements. Payment came out of my account. Then I get a strange email asking me to send a copy of my passport/drivers license and utility bill to confirm who I am for a purchase already paid for!! Won’t be buying from these again.
Further to reply, it is not appropriate to request peoples passport/drivers licence and utilities bill for such a transaction irrespective of your systems throwing an anomaly.
It is merely gaslighting to suggest there is some sort of fraud/money laundering occurring on a £30 supplement transaction. I’m surprised you actually make any profits with behaviour like this.
15 July 2025
Unprompted review
Reply from Planet Organic
Thank you for your feedback.
The request for identification documents was made purely for security reasons, as some of the details entered at the time of purchase did not match our verification systems. In such cases, we are required to carry out additional checks to protect both our customers and our business from any potential fraudulent transactions.
As clarified by our staff via email, this is a standard precautionary measure in line with our commitment to safeguarding sensitive information and ensuring all purchases are legitimate.
Regardless to the transaction value, it's our duty to ensure security checks are carried out.
We appreciate your understanding and thank you again for bringing this to our attention.
Best, Planet Organic Team
Chiswick Branch - Planet Organic
I was in the Chiswick Branch yesterday regarding an issue I had and Jessyca was absolutely wonderful to resolve matters. She was super friendly, polite and delightful. She made my day with her kindness and warmth. Great store overall, staff are always so welcoming and helpful. Always a pleasure popping in.
16 April 2025
Unprompted review
Reply from Planet Organic
Thank you so much for taking the time to share your kind feedback. We're absolutely delighted to hear about your positive experience at our Chiswick branch and that Jessyca was able to assist you so wonderfully.
We’ll be sure to pass on your lovely words to her, she’ll be thrilled to know she made your day! It means a lot to us to know that you find our store welcoming and our team helpful. We always aim to provide the best experience for every customer, and feedback like yours truly makes our day.
We look forward to welcoming you again soon!
Best, Planet Organic Team
Happy Customer
Just got my delivery I was surprised how well and safe my products packed, I'm really happy with Planet Organic from easy ordering until safe delivery. Definitely will buy again. Thank you
19 March 2025
Unprompted review
Reply from Planet Organic
Thank you so much for your kind words!
We’re glad to hear that you had a great experience with our delivery service and that your order arrived on time. It’s always rewarding to know that our efforts are making a difference for our customers. We truly appreciate your support and look forward to serving you again in the future. If you ever need anything, don’t hesitate to reach out!
Best, Planet Organic Team
Shipping lets it down
Great products via the Planet Organic website and I like how they spotlighted female founded products, but the delivery and customer support has let them down. I never got a response from the customer support team about a tracking number issue I raised and standard shipment takes too long to deliver. I want to support local companies, but expect top notch processes around shipping.
8 March 2025
Unprompted review
Reply from Planet Organic
Thank you for your feedback. We’re sorry to hear that the service you received did not meet your expectations. While we always strive to address any concerns and resolve issues promptly, we were unfortunately not given the opportunity to assist you, as we did not receive any response or contact details from you despite our request via Trustpilot. If you would still like us to help, please don’t hesitate to reach out to our customer service team directly at talktous@planetorganic.com
Best, Planet Organic Team
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