BigGreenSmile.com Reviews 

So disappointed with this company. I will never order from them again. I placed an order on the 28th of Dec and still not received the order. This is unacceptable. Their customer service is horrific. No answer after trying to contact multiple times.

I have a similar experience to a recent reviewer. After using this company for a number for years I was happy with the choice and prices. Delivery times were often quite slow in the past but my most recent order was placed on the 30th of December and all that I have heard from them is an automated response. I have emailed twice and the customer service line is closed. I have now been waiting for over 3 weeks for an order that apparently was all in stock. I would recommend customers to be very wary of using BigGreenSmile.com at the moment, they clearly have some supply or delivery problems and the customer service team are unresponsive.

I initially had a terrible first experience with the company but they have now apologised, explained what happened and refunded, as a goodwill gesture. As such, I am now happy to recommend them.

The products are great - the issues were with the length of delivery and lack of response to emails. They are striving to improve both areas, now they are settled in their new warehouse.

Awful company. Product delivered a month late and broken. Request for a replacement took over two weeks to respond. Answer was that I should tape the product up with gaffer tape. Have requested full refund, fingers crossed they honour their own policy...

I placed an order on the 20th of December and I've no news. Tried to reach client service (ticket 18507) but no replies.
Be very careful and do not buy from this website !

I've used Big Green Smile a number of times now over recent years. Unlike others, I received great customer service when my items were delayed recently!

When I ordered in late November, the website said that items wouldn't be shipped till the end of December. Shame but I understood it was due to a warehouse move.

Then my delivery went missing and never turned up. I saw the reviews here of people saying they got no reply from customer service so I was nervous when I contacted them. My experience, however, couldn't have been more different! I was helped by Kay, who responded promptly to all my messages, chased the delivery with the delivery company, and shipped out a second order when they weren't able to confirm its whereabouts.

I was even sent a voucher code (with no expiry) as an apology for the shipment being delayed. I wanted to share my experience as it was really different to other recent reviews - possibly they've changed their protocols but I was very happy with how they handled the delay, and will continue to use them.

Big green upset and dissapointment i have made an order well before Christmas haven't received an order,so annoying,they are taking the right joke from people. They should solved that ASAP.

Big Green Frown

Tomorrow it will be 7 weeks since I placed my order and I see from the website that it has still not been dispatched.

The website informed of a possible 2 week delay due to a warehouse move, frustrating but understandable.

However, no further information apart from a standard reply to my email query on 29th December.

I have been a loyal and happy customer for 7 years but no longer I’m afraid.

No smile here either. I used to order from BigGreenSmile, never had any issues, the customer service was always great. Unfortunately, the warehouse move (who moves around Christmas time?) has meant that the order I placed on the 14th November is still not with me. I have emailed customer services twice in the last 2 weeks, no response. Very disappointed with the communication. If you had kept people informed more than just once to say you are running late with deliveries, I'd have been more forgiving. 3 weeks ago I got told my parcel was going to be dispatched 3 weeks ago.. well it never did. Why lie? I'm sorry for the customer service employees who have to face the fact that somebody at the top has messed up badly this whole warehouse move.

Order from here regularly but so disappointed. Placed an order 27th November, heard nothing despite calls and emails. It would be good if customer service would respond.

I have ordered from Big Green Smile on several occasions, often waiting for two weeks or more for delivery but always getting a prompt response when I have queried the delay. My recent order was placed 29th November, with an advisory two weeks delivery time. After three weeks I am still waiting and four contacts with 'customer services' have gone unanswered. I can see on my account that they plan to deliver on 29-30 December which is too late for me so I have now had to order elsewhere. I have advised them to cancel my order but don't have much faith that they will do anything about that either. Big green sad face - no smile here.

Like a lot of other reviewers, I ordered 3 + weeks ago and have heard nothing. I emailed earlier this week requesting a refund and haven't had a response so I have no idea what's happening. With Christmas on the horizon, I expect even if they do get around to dispatching it, I won't see it until January.
I have ordered from here in the past but I won't do so again. As another customer mentioned- it's the lack of communication which is particularly frustrating and I really don't understand how you can continue to accept orders when you have such a backlog already!

UPDATE:
I ordered on 28th Nov, sent two emails between then and 22nd Nov and was ignored. After the Trustpilot response on 30/12 I sent another email- which has also been ignored! All three emails were requesting a refund/cancellation since I had to purchase items from elsewhere (because some items were needed in time for the xmas period!) so now I'm out of pocket, with no help from the customer service team. FYI the other company sent the items straight away and I got them immediately! I'm still being ignored, Even after this request to send a new email with this trustpilot review as reference. I'm very frustrated and this has solidified my decision not to use this company again after many years of being a customer.

I am really surprised at this as I have found this company to be reliable !
The items were ordered on the 19th November and delivered on the 17 December.
I do understand the difficulties of a warehouse move But :-
I was receiving e mails encouraging ordering of more things in the (interim)
Delivery was Well WITHOUT the 2 week delivery window suggested !
What I feel less understanding about is the fact that on delivery three bars of soap were really unpleasantly sticky and nasty to handle, as were the boxes that contained them; furthermore one of the boxes had a bar of soap a quarter of the size of the other two this box being extremely sticky and battered ..
These were supposed to be presents!
The interior of the main delivery box was dry as was the rest of the order .
One feels that these soaps should never have reached despatch in the state they were in .
I have emailed customer service on the 17th December and have received a generic response and am awaiting further news !
It is now 12:05 on the 18th December !

This is an update as of the 14 th of January 2026

The replacements that were sent were also very sticky and were very underweight and look like samples but contained in the correct box . . I sent photos of them and one on a set of scales reading 0.6 oz as opposed to the correct weight of 2.8 oz . In total 6 bars have now been sent all of which were sticky and only two of which are the right size. I have resent my subsequent complaint twice so far requesting a refund and have not received a reply . This is simply unacceptable!
I since contacted customer services again sending resending my email and later a reminder .
Always get a reply which is obviously automated. It is now 27th January and no real human response . Quite obviously customer service is a very low priority!

It is now the 29 th January and it appears I have the same reply as last time ! It appears the complaint has not been read carefully!

16/12/25
I have to agree with what others have said. I placed an order on 8th November, and received one item in a large box last week, but nothing else.
I have ordered in the past and enjoyed using this company. But unfortunately will not be doing so in the future.
A long delay, with little communication as to when / if the remainder of the order will be delivered ...
I also asked for a refund if the delivery was going to take much longer. But no response to this.
I think after 38 days, there should be an indication of possible delivery dates / or the refund options available.

17/12/25
Having sent further emails today, I received confirmation of a refund in a very apologetic email this afternoon.
Unfortunately my items won't be delivered but I'm very happy to receive the refund, especially coming up to Christmas.
Mistakes happen. And clarity in communication is key.
Thank you to Big Green Smile for sorting it out.

I have previously ordered from this company and been happy with the service. As other recent reviews mention things seem to have fallen apart with the warehouse move. I am still waiting for an order from 9th November. Got a lot of goodwill for this company but it's being tested by the lack of communication and open-ness. I hope that the company learns 1) even if you can't provide time frames acknowledge issue to customers and keep regular contact 2)dont move warehouse or make changes at Christmas time 3) if you are having problems fulfilling orders then dont continue to offer sales or marketing emails until things stabilise 4) offer a meaningful redress to customers who have waited (15% off full price orders is not much) 5) consider employing temporary staff to respond to requests/complaints about unfulfilled orders - I've not heard from an email i sent at the end of November asking about my order

I ordered on 22/11/25 - no communication and I’m still waiting for my order on 15th December. No reply from customer service. I won’t be using them again!

In the last 5 years I have placed 15 orders worth c.£100 each. I've always been happy. But something has gone wrong in the last couple of months. Massive delays and very poor comms and customer care - basically no information coming out to customers. 99% of recent reviews are dreadful experiences. It pains me to say so - but I suggest shopping elsewhere till they have sorted themselves out. They owe their loyal customers a huge apology and some goodwill gesture. ... but they don't even answer the phones !

The products are good value, but it takes around 1 month for them to dispatch and there is no way to edit an order unless you want to cancel and then wait for another month.

I recently placed an order with this company and unfortunately had a very disappointing experience. When I made the purchase, I was told that orders were taking a little longer to be dispatched and would be received within two weeks. After hearing nothing for some time, I emailed for an update and was eventually informed that the dispatch time had doubled, meaning it would be around four weeks instead.

I contacted them multiple times before getting clear information, and the communication throughout was quite slow and inconsistent. I was offered a 15% discount on a future order, but as the problem was with my current purchase, this didn’t feel like a meaningful resolution.

In the end, I decided to request a refund, which the company did issue. While I appreciate that, the overall experience left me frustrated due to the inaccurate timeframe and lack of proactive communication. Based on this, I would be cautious about ordering again unless their dispatch and communication processes improve.

Big green smile do not even deserve one star but it is not possible not to give one for reviews. Almost one month since I placed an order for over £150. I was advised delivery will be delayed but the cut off date was missed and I have no response from customer service to my email. Absolutely unacceptable!