“Can only rate very poor as received a totally different item. It took ages for the customer service to get back. I am expected to package the item up and take it to a post office to send back with a vague promise of sending out the tomato diffuser I paid for in the first place. Think this is extremely poor reaction to your error particularly as it was a birthday present. Have decided to keep the candle although it isn't what I want and purchase a diffuser elsewhere as can't be bothered with the hassle.”
Dear Lynda,
Thank you for your feedback, and please accept our sincere apologies for the packing error.
Once we became aware of the mistake, we offered a courier collection and arranged to dispatch the correct fragrance as soon as we received the return. As you preferred to return the parcel yourself, this unfortunately slightly extended the timeframe.
We are sorry that the process has taken longer than expected. The fragrance you originally ordered has been dispatched, and we hope it arrives with you very soon.
Thank you again for bringing this to our attention.
Hi Alexandra,
We’re sorry to hear the scent didn’t resemble a tomato vine for you.
Please get in touch with us at customerservice@urbanapothecarylondon.com and we’d be happy to assist you further.
Kind regards,
Team Urban Apothecary London
Hi Pavel,
We're sorry to hear that you have not received your order. I can confirm that tracking for your order was sent on dispatch. I have checked the tracking and the courier has attempted delivery today. We will email you with further information.
Kind regards,
Team Urban Apothecary London
“This is my favourite diffuser ever & I try many .
It’s aroma is so true to fresh vine tomatoes & fills my bathroom with a gorgeous fresh scent.
I shall purchase this over & over. ❤️”
