Reviews show a mix of experiences: several customers highlight helpful, named staff (for example Jessyca, Adao, Marc), safe packing and successful refunds, while others report rude in-store behaviour, refused refunds and troubling requests for identity documents. Online shoppers often praise the product range and website navigation, but multiple reports point to inconsistent dispatch times and variable branch-level service. If branch consistency, delivery speed or price sensitivity are important, check recent reviews for the specific store and confirm delivery policies before ordering. For many reviewers the curated organic selection and helpful individual staff were positives, but variability across locations and in communication is a recurring theme consumers should note.
Examples from available reviews (Jun 2017 – Feb 2026).
Reviewer praises friendly staff at Westbourne Grove store.
“I love the staff at your Westbourne grove store.”
Reviewer accuses manager of discrimination and defending rude staff.
“The so-called manager, Kate, total lacked ethics and qualifications for her -misused- position.”
Company requested personal ID documents after a paid purchase, which reviewer refused.
“strange email asking me to send a copy of my passport/drivers license and utility bill”
Customer service communicated promptly during stock delay; products delivered next day.
“they communicated quickly and clearly”
Mixed service: some customers praise friendly, helpful staff and prompt refunds; others report rudeness, poor complaint handling and dispatch problems.
Value concerns: a small number of reviewers describe prices as overpriced and question company ethics, while others defend supporting the retailer.
User experience often positive: reviewers cite easy ordering, clear website navigation and secure packaging, though some note slow dispatch or delivery delays.
Product quality generally praised for organic selection and brand variety, but some customers report items not as described or poor quality on occasion.
Communication is inconsistent: several customers praise quick, clear responses and refunds, while many report unanswered queries, inappropriate ID requests or poor follow-up.
Overall mixed: multiple positive experiences with products and helpful staff coexist with frequent complaints about specific branches, shipping and complaint handling.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (29) · Reviews (6) · Reviews (1) · Quotes shortened · As of: February 2026
Product mislabelled as gluten-free and refund process resulted in incorrect charge.
“bought a cake from a shelf labelled 'gluten free”
Product labelled as cacao was actually cocoa, unsuitable for drinking.
“This Cacao powder isn't Cacao at all, its COCOA”
Good products but poor app support caused loyalty card issues.
“the support from the latter has been absolutely awful.”
Staff refused to break a note to give homeless people change on Christmas Eve.
“I asked the till assistant if he could break a £10 note into 2 fivers”
Orders cancelled after payment with delayed refunds; reviewer calls them scammers.
“they allow you to order on line items that are out of stock”
High delivery fee and delays ruined gift; customer service unhelpful.
“An extortionately high delivery fee was charged for a very small parcel”
Order delivered quickly and reviewer was very happy with products.
“the delivery was fast”
One delivery attempt left parcel far away and wrong product was sent.
“wrong product sent”
Refill service was pricier than local grocers, contradicting eco claims.
“Refills should cost less than buying the product off the shelf however your refills cost more.”
Received order promptly and experienced swift, efficient customer service.
“thank you for the swift & efficient customer service experience.”
Company refunded money after courier failed to deliver and customer complaint.
“planet organic sent me an email to ask if I wanted a refund or a replacement”
Reviewer describes the company's customer service as disgusting.
“Disgusting customer service.”
Customer service communicated promptly during stock delay; products delivered next day.
“they communicated quickly and clearly”
Items delayed and promotional free item missing with no response.
“Items were not dispatched until I chased up the order”
Company requested personal ID documents after a paid purchase, which reviewer refused.
“strange email asking me to send a copy of my passport/drivers license and utility bill”
Helpful staff member resolved an issue with friendliness and warmth.
“Jessyca was absolutely wonderful to resolve matters.”
Delivery well packed and products arrived safely; satisfied with ordering.
“I'm really happy with Planet Organic from easy ordering until safe delivery.”
Good products but delivery delays and unresponsive customer support.
“the delivery and customer support has let them down”
Reviewer found staff at Chiswick store repeatedly rude.
“Chiswick (Asian girls) are extremely rude”
Reviewer experienced rude, apathetic staff at Hampstead store and will not return.
“apathetic rude man on till”
Reviewer accuses manager of discrimination and defending rude staff.
“The so-called manager, Kate, total lacked ethics and qualifications for her -misused- position.”
Former employee describes poor staff treatment and food waste policies.
“Poor pay and not a single perk - not even allowed one free coffee a day”
Reviewer reports horrible product quality and advises not to buy.
“Horrible quality. Don’t buy from them”
Islington store sold mislabelled product and refused a refund.
“it didn't contain any sweet potato but wheat”
Reviewer received an angry call from Islington manager after posting review.
“So there is phone number to customer service”
Reviewer prefers Planet Organic for quality and supports local small business.
“I'm here to support local small business!”
Reviewer says prices are excessive and company lacks ethics.
“Totally overpriced, no ethics, just profit in mind.”
Reviewer praises friendly staff at Westbourne Grove store.
“I love the staff at your Westbourne grove store.”
Staff member Marc provided prompt, kind assistance in store.
“He was very prompt to help and very kind.”
I recently had the pleasure of shopping with Planet Organic and was thoroughly impressed by their commitment to providing high-quality organic products. From the moment I arrived on their website, it was clear that they take great care in selecting only the very best items for their customers.
Navigating through their extensive inventory of food, drink, health, and beauty products was a breeze thanks to convenient search features and intuitive categorization. Not only did they offer an impressive selection of well-known brands, but also introduced me to many new brands I had never heard of before.
One standout feature is how Planet Organic sources its products only from trusted suppliers who share similar values as themselves which ensures authenticity regarding quality standards. Another thing that stood out about Planet Organic's service is robust and flexible too so there are plenty of options available based on one's lifestyle priorities or desired delivery schedule.
Overall my experience with Planet Organic has been nothing short of fantastic; every product purchased from them has lived up to my expectations and exceeded standard supermarket alternative versions' taste testing criteria significantly! The seamless online purchase journey allowed easy tracking while waiting for my order deliveries each time.Their website provided useful advice resources regarding healthy eating practices hence making it more than just a shopping platform but also an educational hub as well!
Reviewer found staff rude and criticised employee James's attitude.
“the guy named James had a bad attitude to serve me and help me choose the right product for me!”
Excellent product range and customer service, staff go the extra mile.
“Excellent product range and customer service”
Expensive but offers promotions and reasonable prices on some staples.
“Delivery is super fast and efficient”
Leaking jars were replaced promptly the same day with no issue.
“Two replacements were sent out that day no quibbles.”
Next-day delivery but some items were off and replacements chosen without notice.
“some things like broccoli came in bad condition”
Reviewer praises very good customer service and product range.
“Extremely good customer service.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Planet Organic is a UK retailer operating physical stores alongside an online shop, specialising in organic and natural products. Offerings commonly include groceries, drinks, health supplements and personal-care items. Shoppers consult Planet Organic for speciality organic brands, eco-friendly alternatives and wellness products.