Oliver Bonas Reviews 1.083

Great customer service when returning a gift, and store in Leamington Spa were also very helpful

Made an order with next day delivery, it hasn’t arrived on time which is expected with Evri as they’re shocking. However, when I called I got through to Paige, a UK based representative. She is a credit to the company, empathising and helping me, plus refunding the delivery. Best customer service I’ve had for years - outstanding. I’ve ordered from Oliver Bonas before, had no issues and will use again. Thank you Paige

I ordered a bag on a Friday evening with Saturday delivery that is £6.95, it’s been 6 days and still hasn’t been processed this is because if you choose Saturday delivery and order after 5pm on a Friday, they won’t deliver it until the following Saturday, no communication, and the same price as next day delivery, this is severely disappointing and I won’t be buying from Oliver bonas again because my only do they lack any customer care but they are a profit focused company rather than the experience for their customers, the conditions of Saturday delivery need to be made clearer or take away completely, Oliver bonas is a scam, don’t bother, and way too expensive for what they produce.

Very slow! Hard to decipher items. Considering how expensive they are would of expected better This is a review of their website. It's painful

I love this company and products but Evri are hopeless as a courier and it's effecting me wanting to order from OB. I ordered one parcel from OB which Evri lost, many emails later with both OB & Evri, I was refunded. Reordered the item and ordered something else with it, these were shipped separately and one of the parcels was lost AGAIN! Another horde of emails later with both companies and I have now been refunded for the wrong item which was the cheaper one. So still fighting for my money back... what a faff! Makes it not worth ordering from OB which is a shame because I would buy more if I could actually receive my orders.

2 days from order date to Evri receiving it. 2 more days for Evri despatch. 4 days in the depressingly usual Evri failed delivery & fibbing about it nonsense. OB get in touch to say Evri returned it so I asked for it to be sent to store, OB refunded instead without discussion. I like your stuff, but I won’t be ordering online again. This has taken up well over an hour of my time. Next delivers in less than 24hours guys!!!

2 jumpers and 1 cardigan, super expensive. Bobbled within 2 wears. I wouldn't even be able to put the jumpers in a charity shop they look so bad. Very disappointed for the huge price tag.

Bought the pink crew neck knitted jumper, £65, and bobbled within the week! Not the quality I’d expect for this price.

I specifically drove to one of the Bristol branches in order to buy a set of five bath oils . The staff in the shop could not have been more helpful as they were «  hidden «  somewhere on the shop floor !! I was so looking forward to using one of them this evening… i couldn’t believe it when I tipped some into the bath , no fragrance whatsoever, and I mean none !!! The promise of CALM / RELAX / SOOTHE was none existent, so disappointing. I tried each one but no results . The packaging is promising but the product is dismal , what a let down

Happy with the product but very misleading information with Next Working Day delivery stated on the order.
When I contacted customer services they advised me to chase up with the courier Evri.
My contract is with Oliver Bonas, not Evri and if you are stating next working day delivery you should be following this up not your customers.
Although I love the products I would be very reluctant to place any further orders based on this experience.

I ordered a candlestick holder for my fiance’s birthday and it arrived broken. I understand that these things happen so I contacted customer service. They gave me a refund and I ordered another one. This one also arrived broken. I contacted customer service again, and I was met with no level of care. They were unable to send me another item and said they could only refund me and that I would have to place the order myself again. Absolutely devastated by the shocking customer support. I will not be using this brand again, and I would recommend others do not either.

Paid for next day delivery three times and each time the delivery company state the order was sent standard delivery. Oliver Bonas are scammers.

Have sent faulty cosmetic bag again. Every time l order online they send out a faulty cosmetic bag. Last year products had poor stitching this time the end attachment on the zip is missing. I don't think their quality control department is doing a proper job. I have complained and l am waiting for their response. Been told l will get a refund for the faulty product. I have only been ordering online as l had £5 off as birthday treat but now have lost it's value for a second year so not sure how l should be reacting except to say quality and service in shop is usually better than online. Although one time l was in the Reading store their clothing rack fell down very close to me so wouldn't really say l felt safe in store every time l have visited. Customer services is currently very busy according to their staff so are slow to respond. I have now been charged an extra two transactions l have not authorised this company.lt is not trustworthy.

Received a velvet bedspread from Oliver Bonas and the smell from it was abhorant. It went straight back in the box and back to the merchant. Unfortuately there was no option for a smelly item but beware their bedspreads smell of wet nappies.

My frustration is that I have had to return a product that was poorly made, and there is NOWHERE on the site where you can leave a review to warn other would-be buyers! Apparently, Oliver Bonas picks and chooses which customers can leave reviews on their site, and they only seem to promote the most positive reviews, which is misleading for the rest of us.

After returning a brown velvet shirred top because of faulty finishing, there is no way I can warn other customers.

After writing to them about this, I got an AI-generated response to say, "If you are ever unable to leave a review or don't see an option to review a purchased item, it may be due to how our current website is set up or potential technical limitations with your browser or device. We certainly do not restrict reviews to only positive ones, and our aim is always to provide genuine experiences for other customers."

But according to their website, the review option isn’t tied into their orders page on Oliver Bonas.com. It simply doesn’t exist there. Users must use either an emailed prompt or the Reviews.co.uk platform. Furthermore, Oliver Bonas actually runs a monthly prize draw for verified reviews submitted via their review partner site. So there is some incentive hidden in the review email they send out to select customers!

I was planning to purchase the top again in the hope of getting one that was better finished, but unfortunately, Oliver Bonas has lost my trust with these underhanded tactics. Not sure I want to pay the kind of prices they charge for their products, which are on the top end of high street retailers, when I cannot trust them to allow honest reviews.

UPDATE - REPLY TO OLIVER BONAS RESPONSE

As Oliver Bonas is aware — because I contacted them directly — customers are NOT able to freely leave reviews on their website. Reviews are submitted by invitation only. I was not automatically invited to review, and I received nothing from them in either my inbox or spam folder - so shameful of them to lie about this! Their separate email to me even states, "our product reviews are currently collected via review invitation emails sent after purchase"

This is a significant issue. An invitation-only review system means customers cannot choose to share their experience independently. That fundamentally limits open feedback of which I am sure they are well aware.

The alternative suggested, Reviews.io, does not provide a practical or transparent solution. A standard search directs users to the business portal rather than a clear consumer review page. When the correct pages are eventually located, they contain thousands of product reviews spread across numerous pages, with no search function and no logical organisation. Products can only be identified by small thumbnail images. In practical terms, this makes locating a specific product nearly impossible.

Ironically, even if a customer manages to find the relevant product page, they STILL cannot leave a review without an invitation link from Oliver Bonas. This means the company retains full control over who is given the opportunity to provide feedback.

While Oliver Bonas states that it does not restrict reviews to high star ratings, controlling who is invited to review inevitably shapes which voices are heard. An open and FAIR review system allows all customers to contribute — positive, neutral, or critical — without gatekeeping.

Transparency builds trust. An invitation-only system does not. Most online retailers allow customers to leave reviews directly on product pages without requiring "prior selection". Until Oliver Bonas adopts a genuinely open approach, one just cannot view their review process as fully transparent or consumer-focused.

Customers should not need to be "specially chosen" in order to share their experience!

Update, I received a refund of both items. It is not very clear that International returns will take that long. I had gone looking for it on the website and was told it was in the help centre which is a separate page. Anyway, thanks to the OB customer service team, they were helpful. If you're going to order with the possibility of returning items and you're outside the UK, just know that it will take a while to get your money back.
I returned 2 items via the free returns as I can no longer return items in store here in Ireland. They were posted on the 23rd January, I confirmed via post trackng that they received a few days later. I got one email on the 3rd February confirming one of the items was received by them and I would receive the refund within 3-5 working days, it's been 6/7 working days and still nothing. Customer service (or maybe AI bot) confirmed both items had been received by them. Still no refund, I'm disappointed as I really like OB clothes, but now that I can't return in store, I probably won't order from them again.

Friendly, helpful staff at London Bridge branch. Love this shop, clothes, jewellery and homeware. If prices were a bit lower I'd give them 5 stars! :) one of my fave places for me and gift shopping!

Paid for premium Saturday delivery for a Diffuser & Oil and received the devastating news that it would sent with nEvri. It of course never arrived on Saturday. Received email from Oliver Bonas CS to say that it should be delivered on Monday. I have the oil - but no diffuser.

Any company that uses Evri and has the audacity to charge you simply do not care about their service, just profits. Will not be ordering from OB again.

Contacted customer several times regarding a £182 order that hasn’t arrived and I get no response. Not sure what to do from here. Payment taken on the 31 December and no update from them or Evri.
Shocking customer service!!

Always friendly staff in their stores and a beautiful range of products that changes frequently. I may be a little addicted!