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Arctic Pure is a Finnish online store focused on Nordic wellbeing. We curate a selection of natural supplements, cosmetics and lifestyle products inspired by the clean environment and practical health habits of the North. The company was founded in 2019 by Hyvinvoinnin.fi, a family-owned ecommerce business with over 20 years of experience in wellbeing products in Finland. Our background shows in how we select products: emphasis on quality, reliability and long-term use rather than trends. Our range consists mainly of Finnish brands and products, with a focus on natural ingredients, functionality and everyday usability. We ship internationally and aim to provide a straightforward, dependable customer experience.
Alvar Aallon tie 275, 21540, Preitilä, Finland
3,4
16 reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 75% van zijn negatieve reviews beantwoord
Reageert doorgaans pas na meer dan 1 maand
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
"I had an issue where one of the bottles arrived smashed in transit, and I was really impressed with how the store handled it. They replaced the item immediately and sent a new order right away. Very satisfied with the customer service and overall experience. Highly recommended!"
Zamowiłam żywność do Holandii i wszystko było super jakości .Jestem bardzo zadowolona i będę zamawiać częściej.Polecam.
They do not pack the items well. I asked to pack the products so that they should not get broken before arrival. I got a nice message: yes, we will remind the packing personnel. After all, I just received a too small box packed too full and without softening material. Understandably, everything that could had got broken.
Fast delivery and a very smooth overall experience. Easy to order and everything worked as expected. Recommended.
Antwoord van thearcticpure.com
Hi,
Thank you very much for your review.
We are very glad to hear that the delivery was fast and that the whole ordering experience was smooth and easy.
Kind regards,
Arctic Pure
Quick delivery, clear process, and no issues at all.
Antwoord van thearcticpure.com
Hi,
Thank you very much for your review.
We are glad to hear everything went smoothly and that the delivery was quick and the process clear.
Kind regards,
Arctic Pure
I was really afraid to order when seeing the reviews, but I think I either got very lucky with my order or things have genuinely improved since the last reviews were left. I was very desperate and really wanted two books from Mauri Kunnas, could not find them anywhere else. I was extremely happily surprised, when the package was already packed on the same day and sent the following day. I got my books in about 2-3 days outside of Finland and could not be happier. Thank you so much, I am very grateful for the books.
Antwoord van thearcticpure.com
Hi Sara,
Thank you very much for your review, and apologies for our delayed reply here.
We are very glad to hear that your order went smoothly and that the books reached you quickly. It is especially nice to hear that you found the Mauri Kunnas books you were looking for and were happy with the delivery experience.
Kind regards,
Arctic Pure
I ordered a book (unfortunately) and i never received it. Customer hotline is dead and I did also not receive any feedback via e mail.
I think -unfortunately- my money is gone.
I wish I would have read the comments here before…
Antwoord van thearcticpure.com
Hi Tommi,
We are very sorry to read about this experience, and also sorry for responding this late.
At the time, we were not actively monitoring Trustpilot as part of our customer service workflow, since customer feedback and support were mainly handled through our own service channels and review systems. Because of that, your review unfortunately went unnoticed.
What you describe is not the level of service we aim to provide. We take delivery issues and unanswered customer contacts seriously, and we regret that this was your experience with us.
While most of our customer feedback is very positive, this does not change the fact that your case should have been handled properly. If you are still willing, we would appreciate the chance to review what happened and see whether this can still be clarified. Please contact us with your order details.
Kind regards,
Arctic Pure
The proprietor of the website, Tomi Kottonen, lied to me regarding their policy regarding bread deliveries and what was the recommended option.
On top of that they clearly lied about their liability with regard to delivering the produce and respecting EU consumer protection law. They did not refund me, or replace the item they are contractually obliged to deliver in good condition. I was just fobbed off with excuses saying the expedited delivery should have been chosen, despite there being no reference to the fact bread should be delivered using the fastest option on their website. They clearly mislead the buyer with the information they provide on the website.
Given that bread is a fresh and perishable good which needs to arrive in a timely fashion before it becomes foul and can no longer be eaten, Artic Pure did not inform me that the delivery could be more than the time stated in the delivery option (it took two weeks instead of 7 days), nor did they inform me as to the risks of which delivery option is recommended.
EU consumer protection law is quite definitive, and states that the sender is obliged to ensure timely delivery and also the goods are in acceptable condition. There was no clear outlining of the risks of choosing the standard delivery option and when I provided evidence that the bread was now foul and could no longer be eaten, the website owner just cheekily said I did not follow his instructions (which is a lie) and he could not refund me.
Tomi Kottonen runs a dishonest operation with Arctic Pure - avoid this business!
Antwoord van thearcticpure.com
Hi,
We are very sorry that your bread order arrived in poor condition and that the experience caused frustration and disappointment.
At the time, fresh-product delivery warnings were included on the product page. However, based on feedback such as yours, it became clear that this was not sufficient to prevent unsuitable delivery choices in all cases. Because of that, we later changed the process and introduced a technical restriction so that slower delivery methods can no longer be selected for fresh bakery products.
We sincerely regret that this order did not arrive in the condition it should have. While we cannot fully revisit the original case here, we do want to acknowledge that the experience was not a good one, and we are sorry for that.
Kind regards,
Arctic Pure
I was so excited to support a family owned business and retailer of moomin products. However I’ve been left disappointed at the communication (or lack there of) and lack of customer service. Leaving me questioning if I’ll ever order from them again.
Not only were two items missing from my order, but when I raised it with them I was immediately accused of lying. Not only had I emailed 4 times in order to get 1 response, I was then accused of lying.
Furthermore, when in reiterated that I have no reason to lie, and that I just want the item. I was given an immediate refund with no email response as to why and no refund of the shipping I may add. I was then eventually contacted (after I reached out again) to be told we’ve refunded the money for the two items. That was it!
I have emailed repeatedly to say I don’t and did not want a refund, I just want the items that in ordered. And they have ignored me since.
Family owned maybe, but sadly you’re not treated like a valued customer if you order from them. I’m so disappointed.
Antwoord van thearcticpure.com
Hi,
We are very sorry to read this, and we are sorry for the delay in responding here.
At the time, Trustpilot was not part of our actively monitored customer service workflow, which is why your review was unfortunately missed.
More importantly, the experience you describe - missing items, repeated follow-ups, and communication that made you feel accused rather than helped - is not acceptable and not the standard we want to provide. We are especially sorry that our communication left you feeling dismissed instead of supported.
In a situation like this, the customer should receive clear, respectful communication and a proper resolution. We regret that this was not your experience.
Kind regards,
Arctic Pure
Made the mistake to order with them to realize that they think, shipping and delivering what one has paid for, is not their responsibility. The item never arrived. Them claiming that it has arrived, three days after the announced day of delivery trough their partner. Turns out this was not so. Costumer service is zero. Explaining after things have been shipped it is no longer their responsibility to deliver. Avoid them.
Antwoord van thearcticpure.com
Hi Jane,
We are very sorry to read about this experience, and also sorry for the very late reply here.
At the time, Trustpilot was not part of our actively monitored customer service workflow, which is why your review was unfortunately missed.
An order that does not arrive should always be handled seriously and with clear communication. We are sorry that this was not your experience. We also regret that our communication left you with the impression that delivery was no longer our responsibility after shipment.
Regardless of the circumstances of an individual delivery case, the customer experience you describe is clearly not the standard we want to provide.
Kind regards,
Arctic Pure
The website promises to ship the item for a set price which I paid. However, in order for my item to be delivered I was informed I had to pay an extra twenty dollars of duty fees after I had already paid the shipping. The company told me that the fees were my responsibility. The website clearly states that they ship for a set price. They did not offer to do anything to make this duplicity right and instead offered to make me pay $50 to return the product to them if I did not want to pay the extra fee. I do not suggest American customers buy from this company, and considering they lied on the website about shipping I assume the company is not trustworthy period.
Antwoord van thearcticpure.com
Hi Lily,
We are very sorry for this experience, and also sorry for the delayed response here.
At the time, Trustpilot was not part of our actively monitored customer service workflow, which is why your review was unfortunately missed.
We understand how frustrating it is to encounter additional fees after placing an order. Import duties and local handling fees are determined by the destination country and are outside of our control, but we recognize that this was not communicated clearly enough in your case. We are sorry that this created the impression that the total cost was misleading.
Since then, we have reviewed how these situations are handled. Due to ongoing changes and uncertainties related to international shipping to the United States, we have currently paused deliveries to the US to avoid situations like this.
We regret that your experience led to a loss of trust, and we are sorry that we did not meet your expectations.
Kind regards,
Arctic Pure
Scam company. They sent items without mentioning any customs or vat. And they want 50 euros for return. It is regulized in EU that return within 14 days if package has been u used to be returned without costing more than dhl service charges which is 17 euro in my case. Avoid this company like a plauge. Reported this to finishe consumer court
Antwoord van thearcticpure.com
Hi Timmy,
We are very sorry to read this review, and also sorry for the delayed response here.
At the time, Trustpilot was not part of our actively monitored customer service workflow, which is why your review was unfortunately missed.
We understand that unexpected customs or VAT charges can be frustrating. These are determined by local authorities and are not included in our shipping fees, but we recognize that this may not have been clear enough at the time of your order.
Regarding returns, policies for international orders and certain product categories can differ from domestic EU return expectations. That said, we regret that the situation led to this level of frustration and loss of trust.
This experience does not reflect the standard we aim to provide, and we are sorry that this was your impression of Arctic Pure.
Kind regards,
Arctic Pure
I recieved my order from TheArcticPure today and I've been absolutely delighted by my shopping experience with them.
Their site is easily navigable and has an enormous range of Finnish and Nordic products to choose from accompanied by indepth and accessible descriptions and product information.
In my case I was shopping for xylitol-based mints/pastilles, an oral hygiene product that has not yet made its way to the UK. When I first came to the site I was expecting maybe one listing, but I was shocked to discover that they carry over 20+ different items of the products, all available in a variety of flavours from Coca-Cola, pear, strawberry, lingonberry and even sea buckthorn.
I ended up placing a large order or all the ones I couldn't choose between, and my package arrived in the UK all the way from Finland within 2 days of shipping. My order arrived well packaged, exactly as described, and I'm extremely happy with the experience overall.
TheArcticPure have won a customer for life from me, and I can't recommend them highly enough.
Antwoord van thearcticpure.com
Hi Ebony,
Thank you very much for your review, and apologies for our delayed reply here - Trustpilot was not part of our actively monitored customer service workflow at the time.
We are especially happy to hear that you found such a wide selection of xylitol products and that your order arrived quickly and exactly as expected. Reviews like yours genuinely mean a lot to our team.
Kind regards,
Arctic Pure
Fantastic website, with special products from artic zone. Very kind e very fast in shipping. Thanks
Antwoord van thearcticpure.com
Hi Laura,
Thank you very much for your kind review, and apologies for our delayed reply here - Trustpilot was not part of our actively monitored customer service workflow at the time.
We are very happy to hear that you liked both the products and the service. Your support means a lot to us.
Kind regards,
Arctic Pure
Antwoord van thearcticpure.com
Hi Nicolaj,
Thank you for your review, and apologies for our delayed reply here - Trustpilot was not part of our actively monitored customer service workflow at the time.
We are very glad to hear you were happy with the products and fast delivery.
Kind regards,
Arctic Pure
Always such quick delivery. Just over 48 hours from order to delivery.
And very helpful with questions and queries.
Antwoord van thearcticpure.com
Hi Gail,
Thank you very much for your review, and apologies for our super delayed reply here - Trustpilot was not part of our actively monitored customer service workflow at the time.
We are especially glad to hear that delivery has been consistently fast and that our team has been helpful when needed.
Kind regards,
Arctic Pure
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