Reviewers often praise standout one-to-one service and skincare and haircare products that deliver results. Many also report atomisers and electronic devices breaking soon after purchase. Several customers say gifts were missing, returns were refused, and support was hard to reach. Loyalty scheme and website glitches reduce the value for some buyers.
Examples from available reviews (Jun 2017 – Feb 2026).
Atomiser repeatedly failed and company refused repair, replacement, or refund.
“they will not repair, replace or refund.”
Exceptional customer service convinced reviewer to become a lifetime customer.
“I received the best customer service I have ever received”
Lost accumulated loyalty points and cannot contact customer support.
“Cannot get hold of anyone to speak to about this.”
Reviewer found the shampoo improved hair thickness, shine and overall health.
“My hair is noticeably thicker, shiny and non-greasy”
Reviews split between warm praise for specific staff and frequent frustration with how problems are handled. Multiple customers describe accusatory replies, refused returns, and missing promotional gifts. In positive cases, several posts name employees and credit them with fast, helpful fixes.
Many reviewers call the products overpriced and the loyalty scheme stingy. Several say points disappeared and discounts were blocked when they tried to use rewards. A smaller group says the results make the price worth it.
Customers report website errors, reward discounts that won’t apply, and support calls that drop. These problems show up repeatedly around accounts and ordering. A smaller group describes easy checkout and quick delivery.
Reliability issues come up often, with multiple reports of atomisers and electronic units failing within weeks. A few reviewers mention allergic reactions or a scent that feels artificial. Several others praise hair and skin formulas and describe visible improvements.
Many users say they can’t reach support by phone or form when chasing refunds, unexpected charges, or missing items. Another set of reviews mentions surprise charges and no apology or explanation for product changes. Some customers, though, praise quick, clear replies from named staff.
Ratings show a clear split between very happy and very unhappy customers. Low scores focus on device breakdowns, unresolved service issues, and loyalty programme problems. High scores highlight effective products and standout individual staff.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (25) · Reviews (3) · Reviews (1) · Quotes shortened · As of: February 2026
Exceptional customer service convinced reviewer to become a lifetime customer.
“I received the best customer service I have ever received”
Product stopped working after a week despite being expensive.
“it has stopped working after a week.”
Longtime user had a bad allergic reaction and found scent artificial.
“I had a really bad allergic reaction.”
Missing item led to investigation accusing reviewer of lying, prompting return.
“ultimately concluded that I was a liar”
Expensive atomisers failed prematurely and performed worse than cheaper alternatives.
“one of the atomisers no longer emits aroma.”
Reviewer finds products poor value and customer service has deteriorated.
“products are not value for money.”
Good products but customer service was smug and forgot a free gift.
“Customer service...smug and condescending!”
Samples were missing and customer service accused the reviewer of lying.
“basically I was lying.”
Loyal customer lost points and finds loyalty scheme stingy and overpriced.
“AA are overpriced with a mega stingy loyalty programme”
Lost accumulated loyalty points and cannot contact customer support.
“Cannot get hold of anyone to speak to about this.”
Unauthorized £80 charge and inability to contact the company.
“Now thay have took 80 pounds out of my account.”
Website and contact channels failed; calls cut off and form failed.
“each time I was cut off after 40 seconds.”
Website issues prevented using loyalty points and a product was discontinued.
“Hate the website but love the brand.”
Customer service refused a return within 14 days of delivery.
“Wouldn't allow me to return the device with less than 14 days since it arrived!”
Staff member Laurie kindly added a gift message and provided excellent service.
“Wonderful customer service offered by Laurie”
Valentine's order did not arrive despite advertising and was very late.
“Still has not arrived.”
Atomiser repeatedly failed and company refused repair, replacement, or refund.
“they will not repair, replace or refund.”
Company refused refunds and would not pay postage to return gifts.
“they would not pay postage.”
Discounts and loyalty points failed; products felt overpriced and artificial.
“I haven't been able to use the 20% off.”
Helpful customer service from Lisa resolved Atomiser Connect issue efficiently.
“Excellent customer service today from Lisa.”
Package lost in transit, high duties, and poor company responsiveness.
“Absolutely terrible service.”
Loyalty rewards system removed value and the experience feels unrewarding.
“you don’t exactly feel your loyalty is being rewarded at all.”
Reviewer loves the products and reports good service with quick delivery.
“I love the products. They are stunning.”
Exemplary service, generous treats, and an excellent rewards programme.
“I have always had exemplary service from Aromatherapy Associates.”
Missing gifts, damaged items, and unhelpful, patronising customer service.
“Customer service are not only useless but patronising and rude.”
Free gift repeatedly not included and customer service was smug.
“Both times gift was not included.”
Well, I have been using Balance shampoo and conditioner for a few months now. I love it! My hair is noticeably thicker, shiny and non-greasy that even my hairdresser made a comment about it. It has grown a lot in the last couple of months, and my hair feels healthier. We have been using other Balance essential oil brands but not on our hair until recently when I saw the Balance Shampoo and Conditioner I thought I would give it a try. The packaging is great and they are easy to use. The scents are really beautiful and last a long time without being overpowering. We'll definitely be buying more Balance products in the future.
Frankincense oil discontinued without explanation or apology.
“find it has been dropped from their product list without apology or explanation.”
Beautiful products with speedy delivery met the reviewer's expectations.
“Beautiful products and speedy delivery.”
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.
Aromatherapy Associates sells aromatherapy, bath and body, and skincare products. The range usually covers essential oil blends, diffusers, and topical formulas for home and professional use. Shoppers can buy from the brand’s website and from selected retail and spa partners. Product pages typically include ingredients, how to use, and shipping information. Support is available through online contact options and by phone.