The Natural Dispensary - Stroud

Sue M.

They are a good company and, mostly, the customer service is very good. However, their choice of delivery companies leaves a lot to be desired and why I've only given them 3-stars. Every time I place an order with them I have problems with delivery (this time with DHL and previously Yodel, who are only marginally better) and I think this aspect of the service needs to be addressed. Why can't they find a reliable source for deliveries? DHL are possibly one of the worst companies (well documented on Trustpilot) but ND choose to use their services. Customer Services did their best to help me with the delivery but I still haven't taken delivery because even though I've now chosen to collect from a pick-up point (having lost a day waiting in for delivery) they still haven't delivered the parcel there either. So frustrating. We are forced to buy these products online and so are a captive audience but I don't understand why a company the size of Natural Dispensary don't have more sway with delivery companies. It makes the whole experience of re-stocking my supplements very stressful and unpleasant.

Sarah A.

Great company, I have been making orders for the past 7 years. Fair prices, fast shipping, never had a problem.

Stan T.

They have become a risk and not to be trusted.
I have been buying supplements from you directly and for more than 10 years.

My last purchase of the Balanced Vitamin C 1000 was 2 refills bags. The capsules came in yellowish brown colour, as per the photos sent, and unlike what I had previously purchased from Balanced and other brands. These capsules have oxidised and are not fit for human consumption. You have ignored my feedback. This is not a professional approach to doing things.

To the directors of Natural Dispensary supplements and their management team, ignoring the problem doesn't make it go away. Let alone a serious problem as such. It is your loss to be frank and I shall not come near your supplements again. When I did a follow up by phone, your staff, Libby, ought to better speak with the customers in a polite way rather than a defensive and condescending way. Arguing with me about the colour of Vitamin C supplements without knowing that they shouldn’t be yellow brown is a disastrous thing.

Ignoring a customer who have spent, over the years, thousands of pounds, supporting your business is not customer service. As matter of fact, your overall behaviour is unprofessional to put it mildly. Selling products that have oxidised is a health hazard.
My bad luck was in twofold, 1/ receiving the bad oxidised vitamin C from and 2/ most unfortunately throwing away the package. These things do happen and genuinely. I am not after your charity for god’s sake their price was less than £13. I do understand that you may need to take this with the supplier but if I were you I would have replaced them regardless.

Having said that trust is paramount and I have now every reason not to trust you and waste money on you. It is most definitely your loss to be frank and not mine. Shame on you and shame on your staff’s behaviour and shame on pushing away loyal customers.

B M.

I’m a nutritional therapist and I have been ordering from Natural Dispensary for years as well as directing my clients to their web shop. However, my last order never turned up. I had to chase them and requested proof of delivery which was never provided, I was only told that the courier said it had been left with one of my neighbours (no specifics either). I was abroad for a few weeks and then my neighbour was not around so it got tricky but when my neighbour was back he advised that he had not received my parcel. I told Natural Dispensary this and asked them to send me a replacement parcel. The response I got was that too much time passed and they cannot do anything!!! Bear in mind that I told them I was out of the country and could t check with my neighbour.
Given that I have been a loyal customer for years this was a very poor service to receive!!! Additionally, I had my own e-commerce company and no matter if the customer was right or wrong I always made sure the customers were happy and as a result I had a very successful business.
The customer service at Natural Dispensary is extremely poor. When things work well that ok but as soon as there is an issue expect the worse from them!
I would seriously advise to shop elsewhere from reputable companies like Cytoplan, BioCare, NutriAdvance instead.
Long-term they will pay for their poor customer service

Mimi A.

My husband and I order most of our supplements from here, they always arrive a couple of days later packaged nicely. I was once sent the wrong product and customer service was super quick to rectify.

E D.

I ordered products to the value of +£500 (and am a repeat customer) and after +1 month they have not arrived. The products were recommended on the back of an appointment that cost £275 and the treatment is time sensitive. I have chased on many occasions and asked for the elusive tracking number that ND. do not want to share? I received a feeble apology from Angel and the following options regarding my order:
1 To resend the order with no guarantee that they will arrive.
2. Wait even longer for the first order to arrive.
3. Refund the order.
Where in the above options is the customer service and a solution to solve this problem? The delay has been caused because of the courier ND have selected to work with (shipping cost is picked up by the customer) and their attitude is that it's just not really their fault or problem. As supplements are time sensitive and part of a treatment which ND are aware of, they least they could is offer to have the products sent by courier at their cost. Instead they take their time is responding to my emails and certainly don't care! I am finding other providers, if you read this review, I suggest you do the same.

Marie P.

Used to be an excellent company, great selection of products, fast delivery, excellent customer services. But now it's the opposite. Poor selection, product requests ignored, orders that never arrive and shockingly bad, unprofessional and unhelpful customer service. Maybe a change of ownership?

Maria C.

I ordered the fish oil tablets. They are ridiculously large to swallow which caused me a problem, I was advised by a representative to open the capsule and put them in food! Really?! How to ruin a good meal or drink! I had to throw them away, which is a complete waste of money.