Frey Reviews 1,265

After not receiving two months of products while they continued charging my card, I decided to cancel my subscription altogether. The following month, they reinstated my subscription and again charged my card.

I am now out $140 and no product received. They are also not very communicative. Only after filing a complaint with the BBB, I got a response albeit not very friendly "we don't know who you are"

I was a subscription customer for a few years but at this point I will NEVER order from them again. I ordered some extra things to add to my regular shipment during the 50% off sale on August 25th and have yet to receive that order. At first when I would ask they kept saying 2 more weeks. I’ll keep an eye out for your order etc etc etc. Well the last time I ever heard from them was October. Since then emails have gone unanswered from them when I ask for a refund. Very unprofessional and at this point it’s flat out stealing money if you’re not going to fulfill orders.

On AUGUST 31, 2022, I PLACED a $191 ORDER with FREY that STILL HASN’T BEEN SHIPPED OUT, FOUR AND A HALF MONTHS LATER!!! 🤬 I HAD to CONTINUALLY FOLLOW UP with FREY AND EACH FIKE THEY SEEMED TO BE JUST AS CONFUSED AS I AS TO WHY MY ORDER HADN’T SHIPPED YET!

EACH TIME I EMAILED FREY, NO ONE WAS COORDINATING MY EMAIL SHIPMENT AND I HAD TO START FROM SQUARE 1 INQUIRING ABOUT IT!!!

In MID NOVEMBER 2022, TWO AND A HALF MONTHS AFTER ORDERING, I FINALLY got FREY to AGREE TO SEND THE ITEMS I ORDERED AND I RECEIVED A TRACKING NUMBER. THEN, COME TO FIND OUT, FREY STILL NEVER SHIPPED MY $200 ORDER THAT CONSISTED OF CHRISTMAS PRESENTS!!!

THE TRACKING NUMBER FREY EMAILED ME SHOWED THAT A LABEL HAD BEEN PRINTED FOR A 14.1 LB. ORDER YET THE PACKAGE WASN’T EVER SHIPPED BY FREY!! 🤯

In DECEMBER 2022, AFTER STILL NOT RECEIVING THE HUGE ORDER I PLACED 4 MONTHS EARLIER, I EMAILED FREY YET AGAIN! I was told that a few items were out of stock including the deodorant and candles. They offered to send what’s available and refund what isn’t. I email back asking Frey to clarify which items are in stock and which aren’t.

I ask them to send the items that were in stock and to send those that weren’t as soon as they’re restocked. I reiterated that I would wait for the out of stock items being produced because I’D ALREADY WAITED MORE THAN 4 MONTHS FOR MY ORDER!!! 🥱⏳⏰

I also asked for a supervisor but FREY HAS TO GET A SUPERVISOR TO EMAIL ME INSTEAD OF CALLIKG BECAUSE THEY DON’T HAVE A CUSTOMER SERVICE PHONE NUMBER — AT ALL!!! 📵 And emailing them accomplishes absolutely NOTHING!!! 👩‍💻

JANUARY 2022, SUPERVISOR EMAILS ME TO TELL ME THEY ARE CANCELLING MY ORDER STATING THAT THEY ARE NOT RESTOCKING THE SCENTED CANDLES, BODY WASH, PERSONAL CARE KITS, and other items I ordered EVEN THOUGH I ASKED REPEATEDLY FOR THEM TO FULFILL THE ORDER AND NOT CANCEL IT.

AN INEPT FREY EMPLOYEE ALSO SENT ME A SCREENSHOT OF A SHIPPED ORDER SAYING MY ORDER HAD BEEN PARTIALLY SHIPPED SND I HAD TO RESPOND AND LET HER KNOW THAT WAS INCORRECT! SHE WAS LOOKING AT A COMPLETELY DIFFERENT ORDER I HAD PLACED EARLIER THAT YEAR, NOT THE ORDER NUMBER IN QUESTION!!! 🤦🏼‍♀️

I HAD ORDERED DURING A 50% OFF PROMOTION AND ADDED ON ITEMS AT THE END FOR A PROMOTIONAL PRICE. I FEEL LIKE THIS IS A BIG PART OF THE REASON FREY “CHOSE” NOT TO FULFILL MY ORDER OR FOLLOW UP WITH ME FOR 4 MONTHS! THEY WANTED IT TO FALL THROUGH THE CRACKS SO THAT THEY COULD CONTINUE TO KEEP MY $191.44 PURCHASE PRICE WITHOUT FULFILLING MY ORDER!! 👩‍💻

ALSO, THIS IS AT LEAST THE SECOND TIME I‘VE WAITED MONTHS TO RECEIVE A FREY ORDER!! 💀 I‘VE ALSO RECEIVED DETERGENT WITH THE LID OFF THAT SPILLED IN THE PACKAGING, WHICH THEY DIDN’T REPLACE OR REFUND!!! 💦

FREY IS A COMPANY THAT IS RUN TERRIBLY AND UNETHICALLY!!! 👎🙅🏼‍♀️😒

ORDER THEIR PRODUCTS ONLY IF YOU WANT TO WAIT FOR 5 MONTHS, HAVE ZERO PRESENTS FOR CHRISTMAS, GET TRACKING NUMBERS YET NEVER SEE THE PACKAGE SHIPPED TO YOU, AND GET TOLD BY RUDE CUSTOMER SERVICE REPS VIA EMAIL THAT THEY AREN’T RESTOCKING OR FULFILLIMG YOUR ENTIRE ORDER BECAUSE THEY DON’T WANT TO FULFILL IT NOW AND/OR AT THE PRICES THEY ADVERTISED!!! 😡

PS - I know how to not use all caps but this has absolutely been the most maddening, frustrating and discombobulated customer service experience with which I have ever had the displeasure of being involved!

I 1,000,000 times over DO NOT RECOMMEND FREY!! CONSUMER BEWARE!!! THEY NEED TO BE SHUT DOWN DUE TO THEIR PRACTICES!!!

The samples smell great, so I opted to get the laundry bundle. The day after, I ordered the body bundle. I got the shipping info for the body bundle but not the laundry bundle. I have sent 4 emails to their team and no response back. Today I got the body bundle in the mail ( STILL not the laundry bundle that I ordered first). The body wash and shampoo smells pretty weird, it’s not like the laundry sample. The conditioner and the deodorant are great though! I’m hoping I’ll hear back from the team soon so I can try the fabric soften and all that.

The negative reviews are weird. I’ve gotten samples & ordered a few times. If folks want a refund, just ask. They did it for me, one month. Also, ya don’t have to subscribe. LOVE the scent & ethos of this company. Thank you!

5 star scent, 1 star literally everything else. I ordered two sets of detergent/softener, got 3 softeners and 1 detergent. Zero response from the company. These people have no idea what they’re doing.

Great communication & the best customer service ever. Truly a great company that is faithful and amazing. Products worth the penny!! Best investment ever, will be using FREY from now on.

When I received customer service, my issue was resolved with care, expedience and friendliness. The sandalwood scent is so amazing, and I appreciate the efforts this company is making.

Frey uses confusing practices regarding subscriptions. It is murky trying to cancel and the charges continue while they blame you for not cancelling correctly. They have no phone or way to talk to someone live. They charge your card weeks before the items ship. This is even when they don't have the product on hand. You still get charged and wait for weeks for the product. Even after you cancel they say the cancellation doesn't apply to the backordered items. In what universe is that ethical. Don't let the nice smell and the flowery language fool you. They are raking in the money and letting their software keep customers confused and spending $$$. Fair warning. Choose another vendor or at least NEVER subscribe! Also -- the deodorant is not fit for use.

Frey has great products. I started with laundry detergent and now use many of the personal care products. Occasionally they get an order wrong but no worries! They have SUPER customer service. I had gotten a fabric softener instead of laundry detergent in my order. They fixed it right away and I didn’t have to send the softener back. Plus for every order, they plant a tree. Their products are wonderful and natural.

VERY COMFORTABLE
GOOD QUALITY

Frey's customer service is what every company should strive to achieve. They have always gone above and beyond to ensure I have an exceptional experience and that my needs as a customer are met. There have been a few mishaps with shipping problems or product defects - however, anytime a problem or issue occurs, Frey has been there to make it right usually the day I inquire about my issue.

Thank you to the staff of the site for the quick shipment of the order.

I absolutely Love the softness and smell of my laundry when I use Frey products!

Bad quality, and photos are not like the reality.

I had a wonderful customer service experience with Larry, a team member in customer relations. I wasn’t expecting to have my issue resolved so quickly and easily and it was such a great surprise. Very kind person and based on my experience, wonderful at his job. Thank you, Larry!

I recently requested to cancel my subscription with
Frey. The customer service person was kind, and understanding. While he/she tried to get me to stay, they didn't push too hard. They gently let me go which was much appreciated. I liked the product, but my clothes need a change in detergent.

Very pleased with the service, with understanding of my question, Thank you. I will recommend you to everyone!

TLDR: Leaking bottles, poor packaging, deceptive marketing, wonderful smells. 
Initially ordered in Nov 2021. The smells are unique and I love the idea of a "booster" so I can add just a bit of scent to my laundry. I pair with an unscented detergent and then put a pump (or two or three!) into a load.

I quickly noticed that the bottles leak. It says to shake them and when you do, it gets all over (hands and other areas that are NOT the inside of the laundry machine) thus wasting product. Also, it leaks when you simply pump (no shake). 

Additionally, I noticed their website touted #250,000 5-star reviews. I went to see if other reviewers had the same problem, but quickly saw there were no actual reviews posted other than some snippets of so-called 5-star reviews. If a business only puts up 5* reviews customers can't get an actual sense of people's experiences or preferences. This is a deceptive marketing practice. How many NON-5 star reviews are there? Are the #250,000 5-star reviews out of 300,000 total reviews? Or out of 700,000? With no context provided, this is useless. 

I notified the company of the pump leaking issue, the reviews deception concern, as well as some other backorder concerns. I got a pretty standard "we'll let our team know of your concerns" response and I said I would wait to order again hoping they would work out some of these issues. 

In June 2022 I decided to replenish my scent booster supply in hopes they'd fixed the bottle issue. I noticed when I went to order that their website continues to contain deceptive marketing, however, they have reduced the amount of 5* reviews they claim to "245K+". Hahah. What? Well, to be fair, you can now find non-5* reviews but they are buried. 
I ignored my skepticism because I really like the scent and wanted to believe! 

My product arrived (4 bottles of booster) in a box with very little protection to prevent the bottles from moving around. One of the bottles pump was twisted open and product had leaked all over the box. I notified their customer service team and I was offered to be refunded "proportionally for the amount of product that leaked out". Hahaha. Again, WHAT? I asked for a replacement since >half the bottle had leaked.  

I just received my replacement bottle and this one has ALSO leaked during transport (this one was shipped with no protection in a plastic mailing bag). This is ridiculous and disappointing. Many companies ship liquid products without this happening. 
I fear I must be done with Frey.  Sad because I love this scent and there isn't anything else on the market like it that I can find. But, I haven't had a single order or product not have some defect/problem. Womp womp.

UPDATE: when told about the second shipping leaking issue they assured me it couldn't possibly be their fault and instead the carried must not have been careful enough. GTFO

Just received my first order!!! And literally placed a new order to try the rest of the scents. I’m in love with the cedar amber and moss. I wish they would make the Chamomile white tea and Eucalyptus into a detergent 😭😭😭 I hate doing laundry and the way store bought brands smell . Yes it’s pricey but it’s worth it and the customer service is fire