BigGreenSmile.com Reviews 

Placed my order on 16.4.26. Email received 20.04.26 1 item OOS, expected to be in stock on 8.5.26, will send all items then. Another email on 7.5.26, something else in my order is now OOS, expected to be in stock 19.05.26. 3 emails from me have not been answered, only the generic "we have received your email" I have been waiting over a month for my delivery. No telephone service for Customer Service Team, only email, which is ignored. Shame, would love to have been able to give a more positive review, alas, still waiting for my goods a month after payment 😢

Our package arrived damaged, with two items not usable. I emailed customer service (they have no phone number). I got a reply that they were busy and would get back to me soon. It's been over a week. I have sent two more emails. They finally got back to me and made it all right.

How long does bgs expect customers to wait in for a delivery, spend time on the phone, time composing annoyed emails? This is terrible self-defeating customer 'service'. DHL emailed me to say they'd delivered my order to me. Not true. Can I get any response from them, or bgs? No. I have used bgs before, and approve of their ethos. I'd like to support them, but they make it impossible. Never again.

Terrible customer servide. Have an Big Green Smile order which is possibly sitting in a DHL depot, which keeps on promising to be delivered but not.for the last couple of weeks. Or has it actually been dispatched? Big Green Smile do not respond to any emails, and DHL do not provide any human support for tracking. Not sure what is going on with this company, but if I could get a response a refund would be appreciated...

The fact I am writing a Trust Pilot review for the first time ever says it all.

My experience buying from Big Green Smile has been awful. I ordered 2 weeks ago as I write this and was assured my order was out for delivery 8 days ago.

I have emailed Big Smile Customer Service 6 times and I am still none the wiser where my order is. Only one person has replied to me and that was off the back of my 5th email. Nothing since and their phone line isn't taking calls because they say they are prioritising email enquiries.

I won't buy from them again. It's a shame given the great sustainable products that they sell.

Big Smile - don't write on your website that you put customers first. It's simply not true.

I ordered laundry detergent in bulk on 8 April. After 10 days, I contacted Big Green Smile to find out what had happened, as the DHL tracking hadn’t updated for a while. BGS were very apologetic and agreed to send my order out again. And since then I have spent what feels like my entire existence refreshing the tracking page on DHL desperately trying to find out when-oh-when I might pretty please actually get what I’d ordered.

So I rang DHL today. ‘Your item will be delivered tomorrow’ the AI on the other end said - you can’t speak to a person, naturally. Excited, I checked the tracking again this evening. Your item has been sent back to the vendor, it said. No further explanation, and no delivery attempts have been made.

So I’ve given up and asked for a refund - I’ve used BGS before with zero problems, so something must have gone badly wrong since then - enpoopification, could we call it? With the time I’ve wasted on the supposedly convenient option of having something bulky delivered, I feel like I could have trained in Olympic lifting and farmer-carried it or whatever back from the shops. So avoid BGS. You only have one life and it shouldn’t be spent wondering whether or not you’ll be able to wash clothes within a month of running out of laundry soap.

I placed an order on 11th April, it is now the 28th and I haven't received anything. I sent an email 6 days ago seeking an update and did not receive a reply. I undestand things are delayed but the customer service is poor. I work in a council and am going to speak to my Consumer Advice colleagues to see what my next steps are and alert my credit card company to see if they consider this fraudulent activity.

I ordered for the first time from them on 14th of April it’s been more than a week and I still have no tracking number or an update.

Will have to raise a chargeback. It’s a shame they offer such a bad service.

After reading the recent reviews on here, I very nearly decided against ordering from Big Green Smile. However, deciding I'd rather not face looking elsewhere for the range of products that I'd managed to secure on their site for such a competitive price, I "risked" ordering with them. I had absolutely no issues. I received the confirmation email soon after placing my order and my fully complete, neatly packed parcel was with me in the UK within a week. Considering the range of items I ordered, I was thoroughly impressed. The website is easy to navigate and the pricing is great too. I can only recommend you order with them from my experience!

I unfortunately have had exactly the same experience as most recent reviews - no customer phone number, no email response and a package that has been supposedly been sitting at the delivery depot for a week...using DHL eCommerce who also don't have a phone number and whose chat feature doesn't recognise it's own tracking number or connect to a human. One more day and I'll have to raise a charge back - only the second time I have ever had to.

Something has gone wrong with this company. I have ordered from them over the years with no problem but I am still waiting for an order that was due 7 days ago. They don't take calls anymore and do not reply to emails. The tracking service has just said 'delayed' for 7 days. I have no idea whether I will receive my order of if this company is going under.

The company suffers from the lack of good management, as more and more products are out of stock and rarely restocked, and delivery times are unreasonably long. Fortunately, the products are excellent and the after-sales service is always polite, but they are waiting for an effective leader on their team. A tip? Place an order and then file a complaint about the delay; then they'll take action. Otherwise, delivery will take WEEKS before you receive your package.

I ordered over one month ago and it has not yet shipped and no reply from customer service… Feels like a scam

Placed an order ages ago (2445102) and emailed the company asking them for an update. I still haven't received a response, and this was a week ago. Wishing I hadn't bothered with this company.

Further information regarding the order for surya Hair order 2448441
My delivery postal address was incorrect despite my only ever having lived at one address in the county of Hants.I spent the whole day home waiting for delivery 18/02/26, received a last minute message from DHL stateing "unable to access address.I attempted to speak to a customer service agent at DHL however the ecommerce dept has no one to speak with .The automated call is 7 pence a minute on top normal phone tarrif . As the postcode they held was incorrect I could not trace my goods or find out why they could not access my property even with an online enquiry .I then attempted to ring customer service at BIG GREEN SMILE a recorded message stated they were unable to take call's and suggested emailing which I did and was eventually told the post code was different ,I confirmed my credit card used from purchase was registered at my address correctly .
I attempted to have my goods collected however the local supermarket that DHL use would only accept proof of address and photographic ID that the original driver held .so back to square one again as I don't reside there.
I continued to email back and forth to BIG GREEN SMILE and requested they speak with DHL and request my goods be delivered today 19/02/26 at the correct address.I received mail this afternoon from them that seems to have ignored my request to have my order corrected and delivery to my home and suggested I collect from the supermarket.
I am old enough to recall the song "There's a hole in my Bucket"

I spent £60.20 on four bottles of hair dye that I have used for the last 17 years purchasing from different suppliers at the original price £7.00 gradually increasing in price however always delivered now £15.00 a bottle and not delivered . I understand inflation however do not understand poor service or unacceptable choice of delivery company ,whats wrong with Royal mail or a company that has staff manning the phones.
Its now 13.45 pm on the 19/02/26 still no goods delivered and no idea if they ever will be.

My first time purchasing through BIG GREEN SMILE has been time consuming frustrating and disappointing .

I placed an order for Surya Hair dye first time using big green smile,waited in all day for the DHL Delivery who last minute 12.30 sate can't access delivery address.
I have regular Amazon royal mail and evri delivery ,never a problem
DHL Are not taking calls big green smile are not taking call'
What a dreadful poor service ,first and last time placing orders with big green smile.

Nothing delivered and no replies to emails.
It seems there is a theme to reviews here for Big Green Smile recently – this one is the same: placed an order in December (understanding from them it may be delayed a few weeks due to a warehouse moved). Since then: nothing. I have sent 5 emails over the past month and had not a single reply. Just frustrating and annoying. It's unfortunate that it's simply not worth the headache of ordering with this company.

Problems with delivery. No reply to emails. No communication. I don't want to waste my money so it's concerning to see that other people are experiencing similar issues. Will purchase from a different retailer next time.

Placed an order last week, received an email saying items would be dispatched in 2 working days with an email to notify me. 5 working days later I still have no dispatch email so I have contacted customer services and not had a reply. Very poor service, its now been 9 days since I placed my order and I have no idea what is going on and no contact from them. I've now ran out of some of the items I ordered and need to know when they will be arriving.

I run my own business, so completely understand that things can go wrong and orders can be delayed, but communication is essential if this happens so your customers are aware of the situation and what options are available to them. If this business is struggling they should not keep taking money from people if they can't fulfill orders. I will be requesting a chargeback from my bank if I haven't had any response to my email or this review by next week.

Wish I had done my research and come on trustpilot before ordering from them, lots of people having the same issue i wouldn't have bothered!

I rarely leave reviews, especially not bad ones, however I've been left with no choice because of the shocking customer service of BGS - or lack thereof!

I made my order on 3rd January, then was told that an item was out of stock and it would all be shipped together on the 22nd when it returns. Nothing has since arrived 3 weeks later and I have sent 3 emails asking for an update or a refund if appropriate, in the case they don't have the ability to process my order at all. I have had no reply whatsoever.

They need a very good excuse as to why they are unable to fulfill a simple order of cleaning items for 6 weeks and why they can't communicate properly with their customers around this. I understand they have had warehouse issues but it appears to have been going on for a long time, so it's not responsible or ethical to keep taking people's money if you can't fulfil their orders.

I have placed an order on 6th Jan and have not received on 12th Feb, not even an update on expected dispatch date.

After this review I immediately received their reply and apolopies which is appreciated.

However one of my items, which is the main reason for this order, now goes out of stock and they can't deliver. It is disappointing.