Reviews show a clear pattern: product formulations, scents and some packaging are often praised, and several customers report excellent, helpful staff. However, a substantial number of reviewers report problems with customer service, unresolved returns, defective items and shipping or checkout issues. Loyalty scheme changes, missing points and difficulty redeeming rewards appear repeatedly and have led some long-term customers to stop buying. If you are researching Aromatherapy Associates, check delivery and warranty terms, and consider contacting support before purchase; some customers did receive prompt, individual help, but many encountered delays or non-response.
Examples from available reviews (Jun 2017 – Feb 2026).
Reviewer finds products poor value and customer service has deteriorated.
“products are not value for money.”
Atomiser repeatedly failed and company refused repair, replacement, or refund.
“they will not repair, replace or refund.”
Exemplary service, generous treats, and an excellent rewards programme.
“I have always had exemplary service from Aromatherapy Associates.”
Website issues prevented using loyalty points and a product was discontinued.
“Hate the website but love the brand.”
Most reviewers report unhelpful or rude customer service, unresolved returns and refusals to remediate; a minority cite prompt, helpful individual agents.
Many reviewers describe high prices, reduced or hard-to-use loyalty rewards and small or poor-value promotional gifts; a few note useful discounts.
Frequent complaints about website checkout, loyalty point redemption and call-centre reliability; some customers report successful point use and smooth orders.
Opinions are split: several praise scents, packaging and product effects, while others report defects, discontinued favourites and poor mini/gift presentation.
Numerous reports of unanswered emails, cut-off calls and disputed or missing items; a minority of reviews highlight swift, polite responses from staff.
Overall experiences vary widely: some customers are satisfied with products and service, but many report unresolved fulfilment, returns and support issues.
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 is a brand offering aromatherapy and wellbeing products for personal and home use, including essential oil blends, bath and body formulations and accessories. The company sells through its own online store and via retail partners, and operates a loyalty/rewards programme and customer support channels. Consumers commonly research its product scent, packaging, delivery, loyalty benefits and customer service when reading reviews.