I found a great deal online after being tipped off by a friend, and ordered 2 packs of their clearance products. I received an e-mail confirmation of my order, then promptly forgot all about it - I suppose I'm so used to companies e-mailing me again when they've despatched my order that when I didn't have any further messages from them I just didn't think any more about it. It was only a chance conversation with someone more than a month later that reminded me that I'd placed an order and never received anything. I got straight on to their customer services by e-mail to explain all this and ask whether they'd despatched my order. I was horrified to be told that yes, it had been shipped out and there was a signature by someone I'd never heard of accepting the delivery. However, customer services were very helpful in the circumstances, bless 'em, and arranged another parcel to be sent out to me which I received very quickly, so I didn't miss out on my lovely Burts Bees beauty products after all. I have enough for myself AND some luxury stocking fillers for Christmas - I'm very happy with both the products and the customer service I received, thanks to all concerned, although I'd suggest a despatch confirmation e-mail might be a good idea in addition to the order confirmation one.
Although their products are good, albeit expensive I have stopped buying from them after I wrote to them about one of their products and didnt receive a reply, I followed it up with a telephone call, they took my details and promised a return phone call - that was about 2 months ago..... I am still waiting. I have decided to use another brand instead, sloppy customer service to means they do not appreciate their customers and how much they spend with them. There are plenty more products out there that can rival burts bees and I have just gone to one of them.
To reply as a company, please sign up here.